Customer Frameworks & Thematic Lead

Customer Frameworks & Thematic Lead – Salary circa £60,000 to £65,000 (DOE)

Location: Sheffield/ York/ Norwich/Eastleigh

Are you someone who thrives on creating something new and shaping how a business supports its customers from the very beginning?

This role is ideal for someone experienced in customer service oversight design or policy within a regulated environment, who’s excited by the opportunity to shape strategy, simplify complexity and oversight frameworks that make a difference for customers, colleagues and the business. It’s a great role for someone confident in navigating regulation, leading through expertise and collaborating widely to drive meaningful, customer-focused change.

A bit about the job:

You’ll play a key role in shaping and improving how we oversight customer service, using your subject matter expertise and insight to strengthen our oversight model, improving experiences for both customers and colleagues. You’ll help optimise our oversight of customer outcomes and drive consistency across both inhouse and outsourced teams. Utilising a wide range of data and insight you’ll support early identification of emerging thematic issues and drive appropriate action. Working closely with internal and external partners, you’ll help identify risks, improvements and innovation opportunities that support our business goals. You’ll also contribute to large‑scale or technical projects and provide thought leadership on emerging trends to help our teams grow and develop.

Skills and experience we’re looking for:

• Proven experience in setting frameworks within regulated environments, maintaining a strong customer and regulatory focus.
• Skilled in simplifying and optimising business practices to drive efficiency and improve outcomes.
• Strong analytical ability to draw insights from multiple sources, solve issues at the root, and address thematic problems.
• Able to apply regulation in a balanced, practical manner to support good customer outcomes while enabling business success.
• Excellent communicator with strong attention to detail, proven ability to identify improvement opportunities, manage complexity, work at pace, and influence stakeholders collaboratively.

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 £60,000 to £65,000 (depending on location, skills, experience, and qualifications).
• Bonus opportunity - 12% 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.
• 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

We’d love it if you could submit your application online. If you require an alternative method of applying, please send an email to noemi.pers@aviva.com.