AI Transformation & Adoption Lead – 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

This is a great job for someone who enjoys helping people embrace new technology and wants to play a leading role in embedding AI across Customer Operations.

As our AI Change & Adoption Lead, you'll be responsible for ensuring AI capabilities become a valued part of day-to-day operations. You'll work closely with Customer Operations, Technology, Risk and Compliance teams to help colleagues understand, adopt and confidently use AI solutions that improve customer outcomes, colleague experience and operational efficiency.

This role is critical to the ongoing success and evolution of our AI capability. You'll help ensure solutions remain aligned to changing business needs, support continuous improvement and enable the safe, responsible and compliant use of AI across our operations.

Duties & Responsibilities

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

Skills & Experience

• Proven experience leading business change, transformation, adoption or capability-building programmes within a complex operational environment.
• Strong understanding of change management principles and a track record of embedding new behaviours, processes and ways of working.
• Excellent communication, facilitation and stakeholder management skills, with the ability to simplify complex or technical concepts and build commitment across all levels.
• Experience using data, feedback and performance insights to measure adoption, identify challenges and drive continuous improvement.
• Experience supporting AI, automation, digital transformation or technology-enabled change, ideally within Customer Operations, contact centre, service delivery or another regulated environment such as financial services, insurance or pensions.

What will you get for this role?

The work you do at Aviva will make a real difference to our customers. We will recognise your contributions and reward you. From competitive salaries to generous pension contributions and paid paternity leave; take a look through some of our employee benefits!

The expected pay range for this role will fall between €65,000 and €75,000 and salary offered will commensurate with candidate's level of skills and experience.

• A competitive market leading salary depending on skills, experience, and qualifications.
• Generous pension (employee contribution matching of up to 14% if you contribute 8%).
• Annual performance related bonus and pay review.
• Holiday allowance of 29 days plus bank holidays, and the option to buy/sell up to 5 additional days.
• Generous Health & dental insurance contributions.
• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme.
• TaxSaver Travel Scheme.
• Up to 40% discount for some Aviva products plus discounts for Friends and Family.
• Professional qualification support and transparent career progression plans.
• 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 paid volunteering days to help others.
• We take your wellbeing seriously with lots of support and tools.
• We’re deeply invested in our people, our total reward package has so much to offer.

Aviva is for Everyone

Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.

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.