Customer Testing Consultant

Aviva; Norwich; On-site; GBP 41,000 - 50,000; Full time

Benefits offered by this job

Salary circa £45k

Bonus

Pension

Holiday 29 days

Private medical

Product discounts

Matching shares

Save As You Earn

Parental leave

Flex benefits

Volunteer days

Wellbeing

Job summary

Aviva is seeking a Customer Testing Consultant to turn customer insight into meaningful business change across Insurance, Wealth & Retirement. You’ll act as SME for communications testing, identify priorities, oversee testing, and translate feedback into actionable insight driving decisions.

Join Aviva to help improve customer understanding, reduce harm, and support Consumer Duty requirements while collaborating with many stakeholders across the organisation.

Qualifications

• Experience in customer insight, customer testing, customer experience, communications, or market research.
• Strong stakeholder management and influencing skills.
• Excellent analytical skills with MI/reporting experience.
• Strong project planning and delivery capabilities.
• Excellent written and verbal communication, with ability to present insight-led recommendations.

Responsibilities

• Act as SME for customer communications testing and ensure clear, effective customer outcomes.
• Identify testing priorities, oversee testing activity and translate feedback into actionable insights.
• Support business decision-making with customer feedback and management information.
• Champion best practice and help teams create easier-to-understand communications.

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.)
• Generouspensionscheme 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

Take a look 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? Even if you don’t, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares.

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 take a look here