Customer Insights and Research Manager

Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values - Care, Commitment, Community, and Confidence.

Here is an opportunity to get in as a founding member of a newly created Customer team at Aviva - working cross-functionally with various business divisions.

The team is tasked with bringing customer to the forefront of all key business decisions.

As part of the Research and Insights team that sits within the newly formed Customer team, this role is focused on gathering both quantitative and qualitative research to provide actionable insights to improve both the customer and broker experience.

Does this sound like your next role? Read on!

What you'll do :

• Lead all aspects of the research process from questionnaire writing, research design, data analysis through to report preparation.
• Analyze and synthesize large sets of data from various sources to identify strategic opportunities for improvement. Ability to build presentations focused on key insights from survey and 3rd party data with the ability to deliver presentations with confidence to key collaborators.
• Responsible for delivery of ongoing internal trackers working with business divisions to ensure questionnaires are updated to reflect / measure changes to the business, tracking performance against targets.

Act as a liaison with Aviva UK in reporting Canadian performance.

• Apply text analytics in support of survey findings providing business with lens on what are the key drivers of customer recommendation and those areas where improvement to the customer journey is required.
• Act as a liaison between 3rd research vendors and internal collaborators to develop lines of questioning for the qualitative / quantitative testing with insurance consumer community.

Ability to outline business objectives, challenging assumptions and make appropriate research recommendations. Work with vendor to ensure that deliverables and output align with key objectives for each community engagement and that the project meets agreed upon turnaround times.

• Ability to take the lead on working with outside suppliers based on the needs of the business - including ad hoc research requests, coordinating global studies.
• Assume lead of maintaining monthly research dashboards to ensure core metrics are communicated to internal team members.

What you'll bring :

Strong research background encompassing exposure to all forms of research, qualitative / quantitative and the management of ongoing trackers.

Experience with brand tracking, experience in supporting the development brand strategy.

• Soft skills including ability to communicate complex research to business collaborators. Experience translating qualitative and quantitative experience into operational insight / opportunities.
• Bachelor's degree or equivalent work experience marketing, research
• 8 to 10 years' research experience
• Strong quantitative analysis skills
• Strong project management skills
• Excellent organizational skills
• Excellent communication and written skills.
• Ability to mentor members of the research and insights team.
• Knowledge of Clarabridge Text analytics
• Working knowledge of Tableau
• Knowledge of Qualtrics survey software
• Strong understanding of Net Promoter score

What you'll get :

• Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
• Outstanding Career Development opportunities.
• We'll support your professional development education.
• Competitive vacation package with the option to purchase 5 extra days off per year
• Employee driven programs focused on gender, LGBTQ+, origins, diversity and inclusion
• Corporate wellness programs to support our employees' physical and mental health
• Hybrid flexible work model

Aviva Canada has an accommodation process in place to provide accommodations for employees with disabilities. If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged.

This process applies throughout your career with Aviva Canada.

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