For the last 5 years I have worked in the Customer Advocacy department of Norwich Union (now Aviva). I was responsible for working with customer facing areas of the business to:

  • Identify the customer’s expectations, wants and needs
  • Pinpoint where the gaps were in actual customer service delivery
  • Implement action plans to improve the customer experience

The results were significant and if you’ve seen the latest Aviva rebrand adverts you’ll recognise the customer advocacy work driving the vision of how the company will treat its customers.

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