AI Adoption Leader for Customer Operations

Aviva plc; Dublin; Hybrid; EUR 65,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Generous pension contributions

Annual bonus

Health & dental insurance

Employee share plan

Volunteer days

Career progression

Job summary

Aviva plc in Ireland seeks an AI Change & Adoption Lead to drive the embedding of AI across Customer Operations. You’ll partner with Technology, Risk and Compliance to help colleagues understand, adopt and use AI solutions that improve customer outcomes and efficiency.

You’ll lead governance, change plans and communications, measuring adoption and driving continuous improvement while ensuring safe, compliant use of AI across our regulated environment.

Qualifications

• Proven experience leading change programmes in complex operations.
• Strong change management and embedding new behaviours.
• Excellent communication and stakeholder management skills.
• Experience using data to measure adoption and drive improvements.
• Experience with AI, automation or digital transformation in regulated environments.

Responsibilities

• Lead and deliver the AI change and adoption strategy across Customer Operations, embedding AI-enabled solutions.
• Partner with operational leaders to prepare teams for change and ensure consistent adoption.
• Design communications, learning materials and support to build capability and confidence in responsible AI use.
• Use feedback and data to identify improvement opportunities and remove barriers.
• Maintain governance, reporting and change plans while managing risks and regulatory considerations.

Skills

Change management

Stakeholder management

Communication

Data-driven adoption

AI/digital transformation

Job description

Aviva plc in Ireland seeks an AI Change & Adoption Lead to drive the embedding of AI across Customer Operations. You’ll partner with Technology, Risk and Compliance to help colleagues understand, adopt and use AI solutions that improve customer outcomes and efficiency.

You’ll lead governance, change plans and communications, measuring adoption and driving continuous improvement while ensuring safe, compliant use of AI across our regulated environment.