Product Owner - Digital Help

Product Owner – Digital Help 
Salary: £40,000 - £60,000 National / £55,000 - £75,000 London 

Are you passionate about shaping the future of digital customer support?  

Do you have hands-on experience in customer operations and a deep understanding of digital help technologies like chatbots, Live Chat, and virtual assistants? If so, we’d love to hear from you! 

It’s a great time to join us! We have an exciting opportunity for a Digital Product Owner to come onboard and help us redefine how we support our customers. 

We’re building a new solution from the ground up, introducing emerging technology like Gen AI and machine learning to power a best-in-class experience for our customers and operations teams. 

Our virtual assistants and digital messaging capabilities are already making a big impact, with over 3.75 million interactions in 2024 across customer and advisor channels.

This is your chance to help shape the next generation of digital help across Digital GI and IWR within Customer & Marketing. 

A bit about the job: 

You’ll play a key role in owning, shaping, and delivering an ambitious backlog, while monitoring, maintaining, and enhancing digital experiences that offer self-service value to millions of customers. 

You’ll identify new features and customer journey optimisation opportunities, drive work items for development into product backlogs, and support prioritisation decisions. 

You’ll work closely with engineering teams, digital product teams, business stakeholders, and potentially external third parties, using analytics tools to understand and optimise user journeys for better customer outcomes. 

Skills and experience we’re looking for: 

• Proven experience in customer operations, particularly in digital help environments (e.g., chatbots, Live Chat, virtual assistants) 

• Commercial experience in digital product ownership (PO certification desirable but not essential) 

• Understanding or experience in contact centre technology and/or operations 

• Strong ability to build and maintain effective working relationships across departments within a FTSE 100 organisation 

• Fluent with digital analytics tools and making data-led product decisions with a customer focus in mind 

• Strong technical appreciation and ability to work closely with technical teams. 

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 between £40,000 - £60,000 National / £55,000 - £75,000 London (depending on location, skills, experience, and qualifications)  

• Bonus opportunity - 10% 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  

• 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 around 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 interview every disabled applicant who meets the minimum criteria for the job. Once you’ve applied, please send us an email stating that you have a disclosed disability, and we’ll interview you.  

We’d love it if you could submit your application online. If you require an alternative method of applying, please give Kirthi a call on +447387534297 or send an email to kirthi.kanikireddy@aviva.com