Customer Testing Consultant

Aviva plc; Norwich; Hybrid; GBP 38,000 - 52,000; Full time

Benefits offered by this job

Bonus 10% of salary

Generous pension scheme

29 days holiday + bank holidays

Private Medical Benefit

Discount on Aviva products

Matching Share Plan

Save As You Earn scheme

Parental and carer's leave

Cycle to work

Volunteering days

Wellbeing support

Job summary

Aviva plc is seeking a Customer Testing Consultant to turn customer feedback into tangible improvements. You will expertly manage testing priorities, oversee testing activity, and translate insights into business decisions across Insurance, Wealth & Retirement.

The role emphasizes influencing stakeholders and delivering clearer, more effective customer communications. With a salary circa £45,000, there is a 10% bonus potential and a range of benefits including a generous pension, holidays,

Qualifications

• Experience in customer insight, customer testing, customer experience, communications, market research or a related discipline.
• Strong stakeholder management and influencing skills, with the ability to drive action and effective decision making.
• Excellent analytical skills with experience producing management information, reporting and actionable business insight.
• Strong project planning and delivery capabilities, with the ability to manage multiple priorities and stakeholders.
• Excellent written and verbal communication skills, including the ability to simplify complex information and present compelling insight-led recommendations.

Responsibilities

• Identify testing priorities and oversee testing activity across Aviva.
• Translate customer feedback into actionable insight to support business decisions.
• Ensure customer communications testing is clear, effective and delivers good outcomes.
• Collaborate with a wide range of stakeholders to drive improvements across the organisation.

Skills

Customer insights

Customer testing

Customer experience

Communications

Market research

Stakeholder management

Analytical skills

Project planning

Communication skills

Job description

Customer Testing Consultant - Salary Circa £45,000

Are you someone who is passionate about understanding customer needs and turning insight into meaningful business change?

This is a great opportunity for someone with experience in customer insight, customer testing, customer experience, communications or market research who enjoys influencing stakeholders and improving customer outcomes. You'll be confident analysing complex information, presenting compelling recommendations, and working collaboratively across a large organisation to ensure customer feedback drives tangible improvements.

A bit about the job:

As a Customer Testing Consultant within Insurance, Wealth & Retirement (IWR), you'll act as a subject matter expert for customer communications testing, helping ensure our communications are clear, effective and deliver good customer outcomes. Working closely with a wide range of stakeholders, you'll identify testing priorities, oversee testing activity and translate customer feedback into actionable insight that supports business decision-making.

You'll use customer feedback, testing outcomes and management information to identify opportunities to improve customer understanding, reduce foreseeable harm and support Consumer Duty requirements. Alongside managing testing governance and supplier relationships, you'll champion best practice and help teams across Aviva create communications that are easier for customers to understand and act upon.

Skills and experience we're looking for:

• Experience in customer insight, customer testing, customer experience, communications, market research or a related discipline.
• Strong stakeholder management and influencing skills, with the ability to drive action and effective decision making.
• Excellent analytical skills with experience producing management information, reporting and actionable business insight.
• Strong project planning and delivery capabilities, with the ability to manage multiple priorities and stakeholders.
• Excellent written and verbal communication skills, including the ability to simplify complex information and present compelling insight‑led recommendations.

What you'll get for this role:

Our purpose - with you today, for a better tomorrow - is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague.

• Salary Circa £45,000 (depending on location, skills, experience, and qualifications)
• Bonus opportunity - 10% of annual salary, (actual amount depends on your performance and Aviva's.)
• Generouspension scheme e.g. if you put in 8%, Aviva adds 14%
• 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
• Aviva-funded Private Medical Benefit to help you get expert support when you need it
• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme
• Brilliantly supportive policies including parental and carer's leave
• Flexible benefits to suit you, including sustainability options such as cycle to work
• Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others
• We take your wellbeing seriously with lots of support and tools

to learn more. Put a salary into this calculator to see what your total Aviva Reward could be.

Aviva is for everyone:

We're inclusive and welcome everyone - we want applications from all backgrounds and experiences. Excited but not sure you tick every box?

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working - spending at least 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.

To find out more about working at Aviva here