Data Insights Analyst

We have a fantastic opportunity for a Data Insights Analyst to join our Customer Experience Transformation team for a 18-24 Month Fixed Term Contract. This role is critical in designing and delivering service performance metrics that drive actionable insights and operational improvements across a range of processes in our Life and Pensions business. As a key member of our Customer Experience Transformation team, you will focus on enhancing our customer experience by supporting the Operational Sponsor and the broader team.

The focus will initially be on developing metrics that measure key services provided by the Customer Experiences team, which handles onboarding and servicing for both Retail and Group Life and Pensions products. Your main responsibilities will include building and maintaining our reporting to track benefits and conducting ad-hoc analyses to transform complex data into actionable business insights, and developing data and reports associated with customer journeys.

This role is based in our Dublin office and adheres to Aviva's hybrid working policy.

Duties & Responsibilities:

• Examine and understand the end-to-end performance of our customer experience processes, including onboarding, servicing, and customer interactions.
• Collect, clean, and analyse data to extract meaningful insights on service performance across onboarding and servicing processes.
• Utilize tools like Appian and Qlik to create dashboards, visualizations, and reports that communicate findings effectively to various stakeholders.
• Be a curious individual with a natural desire to investigate and uncover information from new and existing data sources.

• Identify key performance indicators (KPIs) that measure critical aspects of Customer Experiences operations.
• Provide performance insights into weekly and monthly performance meetings.
• Develop metrics to track efficiency, accuracy, and customer satisfaction across Retail and Group Life and Pensions products.
• Ensure metrics align with organizational goals and drive continuous improvement.

• Work closely with IT teams to access, integrate, and leverage data from multiple systems.
• Collaborate with stakeholders in the Customer Experiences team to understand data requirements and deliver solutions that address operational needs.
• Partner with transformation leaders to ensure metrics support broader change initiatives.
• Work closely with the MI team to build and create dashboards.
• Participate in cross-functional meetings to share insights and drive data-driven decision-making.
• Engage with marketing, IT, and customer service departments to ensure alignment and integration of data insights across various functions.

• Use data insights to identify areas for process optimization and automation.
• Propose and implement innovative solutions to enhance customer experience and operational efficiency.

Skills & Experience:

• Proven experience in data analysis, business intelligence, or related roles.
• Experience working with large datasets and extracting actionable insights, preferably in financial services or insurance.
• Strong proficiency in data analysis tools such as Python, R, SQL, or similar.
• Experience with visualization tools like Power BI, or similar platforms.
• Knowledge of database management and data integration techniques.
• Familiarity with IT systems and workflows, especially in a life insurance context.

What will you get for this role? 

• 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.
• Free car parking
• Generous Health & dental insurance contributions after six months
• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme
• Cycle to Work benefit scheme.
• TaxSaver Travel Scheme
• Family friendly parent’s (matching paternity and maternity leave) and carer’s leave.
• Up to 40% discount for some Aviva products plus discounts for Friends and Family
• Employee Assistance Programme
• Volunteering days
• Professional qualification support and transparent career progression plans

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. Our smart working combines the benefits of flexibility with time together with colleagues.

We prefer all applications to be submitted online, however if you require an alternative method of applying, please contact megan.crabbe@aviva.com