Customer Journey Consultant

Claims Specialist

A bit about the job

In this role, you will take ownership of ensuring effective claims management by intervening where necessary to update customers, gather information, and reduce complaint risk. You will monitor and manage claims under Delegated Authority to maintain compliance and timely resolution, while implementing strategies that minimize delays and improve communication. A key part of the role involves identifying claims at risk of going off-plan and working collaboratively with claim owners to bring them back on track. You will partner with the Recoveries team to prevent compensation losses and optimize recovery outcomes, as well as gather insights from suppliers and liaise with the supply chain to drive corrective actions. Additionally, you will highlight operational and supplier improvement opportunities, produce clear and objective reports to support impactful discussions, and provide support during high-volume catastrophe events. This position is accountable for ensuring fairness in line with consumer duty guidance and requires the ability to communicate findings effectively to internal and external stakeholders in a factual and easy-to-understand manner. You’ll also share insights and collaborate with suppliers to drive improvements. It’s a role that combines communication, analysis, and teamwork to make a real difference.

Skills and experience we’re looking for

• Strong knowledge of end-to-end claims processes and delegated authority frameworks.

• Ability to spot risks early and take corrective action.

• Skilled communicator who can reduce delays and complaints.

• Great attention to detail and accuracy in reporting.

• Ability to manage high volumes and influence without direct authority.

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’d still encourage you to apply. We also consider all forms of flexible working, including part-time and job shares. Most of our people are smart working – spending at least 50% of their time in our offices every week – combining flexibility with time together.

Salary and legal prerequisites

Whilst we expect the offered salary to fall within the applicable pay range.aspx), any specific offer will reflect experience and market rate.
Due to this being a role in scope for Insurance Distribution Directive (IDD), it is a prerequisite that you are not currently bankrupt and do not have an unspent conviction for a serious criminal offence. By applying, you certify that you meet these requirements.

Ready to apply?

Please submit your application on Workday with an up-to-date CV. If you need an alternative method to apply contact Mary.Rose@aviva.com