Operations
Technology & People
Digitalisation
Live chat and co-browsing
Digital coaching
Paperless adoption
Transfer in - increase limit + My Money journey
Single billing
Employer web front-end
Driving higher
Digital adoption
Paperless
Automation & Redesign
80% FPR ‘info’ journey
Transfers and retirement
My Money automation of manual documents
Unisure rewrites, change payments, direct debit automation
Driving higher
TNPS
FPR
Technology
MyContact
DocuSign
Desktop Analytics
Speech Analytics
Clever Nelly
Driving less
Complaints
Errors and risks
People
100 Customer Team homeworkers
Superheroes development
Embed new tech and measures
Leader development
Driving higher
VOA
Cost efficiency
Investing in the future of customer leadership
What happened…
400 leaders attended a half-day development experience
Experience consisted of:
Customer hackathon
Future of work conversation
2020 challenges
Future aspirations
Virtual reality
First in the market to use virtual reality in this way:
Reflects our technology future
An incredible experience
Reliable and valid
Data driven - 26 data points for each person
Strengths coaching session and career discussion for every leader.
12 months on…
Strongest leaders move to roles to solve our biggest problems
74 leaders moved out of role – either to roles better suited to their strengths or exited Aviva
Created a community of leaders through ‘the movement’ – significant increase in collaboration and sharing ideas
Innovative bite-sized and mobile learning microsite tailored to accelerate leader strengths development:
Leadership direction 70% – 77%
Attrition reduction 25% to 11%
Spans increase to 1:15
Willingness to try out new ideas for the customer - +10%
Our mission – create world class customer superheroes
Investing in our frontline staff in a way we have never done before…
Our 99+3 customer ambition fundamentally changes our business, to meet the needs of our customers
We have one vision of frontline capability, working collaboratively across all the customer areas across the UK
Five strengths that will revolutionise the experience for our customers and create frontline customer superheroes
Building on our ‘strengths work for leaders’
3,500 Customer Operations superheroes are going through the experience over the next few months
Created with Sketch.
