Product Owner - Digital Help

Aviva; York; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in the digital space offers an opportunity for a Digital Product Owner. You will shape the development of their next-generation Digital Help experience, leveraging machine learning and analytics to enhance customer interactions. Join Aviva to make a significant impact by delivering innovative digital solutions in a collaborative environment.

Benefits

Generous pension scheme with up to 14% contribution

Flexible benefits including sustainability options

29 days holiday plus bank holidays

Up to 40% discount on Aviva products

£1,200 of free Aviva shares per year

Paid volunteering days

Supportive workplace policies

Qualifications

• Proven experience in digital product ownership.
• Fluent with digital analytics tools and data-led decision making.
• Strong ability to build and maintain relationships in a large organization.

Responsibilities

• Identify new features and optimize customer journeys.
• Drive product backlog items and support prioritization.
• Collaborate closely with engineering and business stakeholders.

Skills

Digital product ownership

Data-led product decisions

Building relationships

Technical appreciation

Education

PO certification

Experience in contact centre technology

Tools

Digital analytics tools

Job description

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Are you someone who is passionate about creating the next generation of our Digital Help experience?

It’s a great time to join us! We have an exciting opportunity for a Digital Product Owner to come onboard!

We’re building a new solution from the ground up, introducing emerging technology like Gen AI and machine learning to power a best-in-class experience for our customers and operations teams.

Our virtual assistants and digital messaging capability are deployed across our customer and advisor channels with over 3.75m interactions received in 2024, so it’s a brilliant opportunity to work across Digital GI and IWR within Customer & Marketing and deliver a brand-new experience with huge potential.

You will play a key role in owning, shaping, and delivering an ambitious backlog, while monitoring, maintaining, and enhancing digital experiences that offer self-service value to millions of customers.

A bit about the job:

Your key responsibilities will include identifying new features and customer journey optimisation opportunities, driving work items for development into product backlogs, and supporting prioritisation decisions.

You will collaborate closely with engineering teams, digital product teams, business stakeholders, and potentially external third parties, using analytic tools to understand and optimise user journeys for better customer outcomes.

Skills and experience we’re looking for:

Proven, commercial experience in digital product ownership (PO certification desirable but not essential)

Understanding or experience in contact centre technology and/or operations is desirable

Strong ability to build and maintain effective working relationships across departments within a FTSE 100 organisation

Fluent with digital analytics tools and making data-led product decisions with a customer focus in mind

Strong technical appreciation and ability to work closely with technical teams.

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.

Starting salary between £40,000 - £60,000 National / £55,000 - £75,000 London (depending on location, skills, experience, and qualifications)

Bonus opportunity - 10% of annual salary. Actual amount depends on your performance and Aviva’s.

Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.

29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days

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 around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.