AI Change Leader: Transforming Customer Operations

Aviva; Dublin; On-site; EUR 65,000 - 75,000; Full time

Benefits offered by this job

Pension contributions

Health & dental insurance

Annual bonus

Cycle to work

Volunteer days

Employee discounts

Job summary

Aviva seeks an AI Change & Adoption Lead to embed AI across Customer Operations in Ireland. You will cooperate with Customer Operations, Technology, Risk and Compliance to help colleagues understand, adopt and confidently use AI solutions that improve customer outcomes, colleague experience and efficiency.

You will ensure governance, manage risks, dependencies and regulatory considerations while driving continuous improvement and safe, responsible AI deployment across our operations.

Qualifications

• Proven experience leading business change, transformation, adoption or capability-building programmes within a complex operational environment.
• Strong understanding of change management principles and embedding new behaviours.
• Excellent communication and stakeholder management skills, with the ability to simplify complex concepts and build commitment.
• Experience using data, feedback and performance insights to measure adoption and drive continuous improvement.
• Experience supporting AI, automation or technology-enabled change in regulated environments such as financial services.

Responsibilities

• Lead and deliver the AI change and adoption strategy across Customer Operations, ensuring AI-enabled solutions are embedded and deliver lasting business value.
• Partner with operational leaders, subject matter experts and stakeholders to prepare teams for change and encourage adoption of new ways of working.
• Design and deliver communications, demonstrations, learning materials and support that build capability and confidence in responsible AI use.
• Use feedback, customer insight and adoption data to identify opportunities for improvement and remove barriers.
• Maintain governance, reporting and change plans, managing risks, dependencies and regulatory considerations for future AI initiatives.

Skills

Change management

Stakeholder management

Communication skills

Adoption analytics

AI & digital transformation

Job description

Aviva seeks an AI Change & Adoption Lead to embed AI across Customer Operations in Ireland. You will cooperate with Customer Operations, Technology, Risk and Compliance to help colleagues understand, adopt and confidently use AI solutions that improve customer outcomes, colleague experience and efficiency.

You will ensure governance, manage risks, dependencies and regulatory considerations while driving continuous improvement and safe, responsible AI deployment across our operations.