Product Manager – AI Knowledge Management

Product Manager – AI Knowledge Management

Location: Bristol, Norwich or London

Salary: Regional: Circa 90k / London: Circa 100k

This is a great job for someone who is passionate about customer experience and excited by the opportunities AI can create. You'll bring experience from product, knowledge, data or technology disciplines and enjoy shaping how information, AI and digital capabilities come together to deliver great customer outcomes.

A bit about the job:

We're building an AI-powered Virtual Assistant that helps customers get the support they need quickly and easily across our digital channels. As our AI Knowledge Management Product Manager, you'll shape how the Virtual Assistant finds, retrieves and uses information to deliver accurate, trusted and relevant responses.

You'll define and maintain the Virtual Assistant Knowledge Management vision, strategy and roadmap, ensuring it supports customer needs and business priorities. Working across customer experience, technology, data and AI teams, you'll identify and optimise knowledge sources, evolve how knowledge is organised, orchestrated and retrieved, and establish measures that monitor and continuously improve response quality and effectiveness.

Your work will help create seamless customer journeys, maintain strong governance and control, and drive continuous improvements that maximise the value delivered by AI.

Skills and experience we're looking for:

• Significant experience leading complex digital, AI, data or customer experience products, with accountability for strategy, roadmap and measurable business outcomes.
• Strong leadership and stakeholder management skills, with the ability to influence senior leaders and align multiple teams around a shared vision.
• Proven experience defining and delivering product strategies within large, complex organisations, balancing customer needs, commercial priorities and technical considerations.
• Strong understanding of AI-enabled products, knowledge management, information architecture, data ecosystems or information retrieval approaches, including governance, quality and risk management.
• Experience using customer insight, performance data and experimentation to drive prioritisation, investment decisions and continuous improvement.

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.  

• Starting salary Regional: Circa 90k / London: Circa 100k (depending on location, skills, experience, and qualifications)
• Bonus opportunity 12% – actual amount depends on your performance and Aviva’s
• Generous pension scheme e.g. if you put in 8%, Aviva adds 14% 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, or if you have any queries in relation to the vacancy, please give Chloe Nettley a call on 07795207964 or send an email to chloe.nettley@aviva.com