AvivaDigital Consultant
Apr. 2019 - Apr. 2021• Oversaw the Aviva Plus and Tactical Trading programme where customers pay an interest-free monthly subscription for their insurance policies. • Worked on the migration of customer documents and the replacement of Adobe Content Management System with Alfresco document store technology.
• Integrated the Respond complaints platform into the telephony/contact centre CRM to enable easy creation and updating of complaints.
• Worked on a solution to identify and implement metrics to automate Customer Conduct management information in line with FCA requirements.
• Identified fundamental issues and worked on a solution to provide the ability to match customer records, identify gone-away customers and update customer addresses using data from LexisNexis. • Played a crucial role in the planning of the project roadmap and customer experience by partnering with the operations arm of the business, business change leads, and the development team. • Managed the market review, conducted cost-benefit analysis, and ensured that the benefits were fully realised prior to the initiation of projects. • Lead workshops to elicit business requirements, captured the AS-IS, and defined lean TO-BE customer processes. • Analysed and documented business requirements, technical specifications, and liaised with 3rd party offshore teams to deliver high quality solutions. • Collected and analysed data and utilised various presentation tools to aid the understanding of current operations and determined areas for improvement.