Technology and Insight Analyst

Aviva’s Optimization team exists to improve the operational efficiency and effectiveness of our personal insurance business by leveraging data-driven insights and technology solutions. Through Operational change, we strive to improve customer and frontline experience and enable our leaders to make informed data driven decisions for their teams. Our goal is to continuously identify and implement opportunities for optimization, ultimately driving balanced growth and profitability for our business.

We are seeking a collaborative, inquisitive and resourceful Technology and Insight Analyst which is a key function to the success of the business unit. Reporting to the Business Optimization Leader, you will be responsible for enabling phenomenal customer and broker outcomes by delivering new capabilities through technology deliveries (such as Qlik, Speech Analytics and Automations) and the creating and providing operational insight.

Does this sound like you? If yes, please read on!

What you’ll do

• Identify areas of opportunity within Personal Insurance (PI) completing investigations and engaging all vital business units within Aviva and implement initiatives.
• Find opportunities for automation within operational areas and recommend right tools for the job. This includes but is not limited to developing and maintaining complex spreadsheets and macro automations to support business areas, analyze large datasets and create meaningful reports (Qlik) and visualization, trouble shoot and resolve issues with existing Excel spreadsheets and macros.
• Find opportunities to simplify our operational insight capability and provide frequent updates with business partners.
• Review, monitor and coordinate progress against the Technology and Insight team’s book of work.
• Develop and maintain positive business relationships with operational and support teams, including regular touchpoints with partners
• Contribution to the department and/or business through active involvement in projects, committees and sharing of best practices.
• Root cause analysis to make sure building capabilities with purpose and not just at request – What is the problem they are trying to solve.
• Execute the coordination of planned requirement activities, setting expectations for flexibility to changing requirements based on project deadlines and/or alternative business needs.
• Test and validate all changes prior to implementation to ensure quality and accuracy complies with Aviva regulatory and risk & control standards.
• Approval of plans and timelines for all changes and projects within the team. Be able to provide estimates for all tasks assigned.
• Ensure the delivery of work to customer’s satisfaction using project management practices including change management, release management and post-mortem reviews.

What you’ll bring

• Minimum 5 years Insurance Business Intelligence experience
• Outstanding stakeholder management skills
• QlikSense development experience
• Knowledge of Business Intelligence and Data Warehousing concepts and techniques
• Experience in automation and coding
• Good understanding of insurance
• Systems thinking experience is an asset
• Experience of Verint tool – Speech Analytics
• Experience of Five9
• Experience of MS Teams and SharePoint
• Advanced Excel skills – understanding of PivotTables, PivotCharts, Data Analysis, Macros, VBA, etc

Favorable Qualifications

• Direct working experience with the following software: Five9 Contact Centre and Verint WFM.
• Solid understanding of concepts and methods in statistical forecasting and/or data science.
• Expert level knowledge of MS Excel and MS Access; coding queries and macros.
• Bilingual – English and French.
• Verifiable track record of innovation, process improvement, and positive disruption.

Expected Skills and Abilities

• Self-starter and able to adapt in a fluid environment.
• Strong stakeholder management skills
• Ability to reprioritize individual work to support team needs as circumstances require.
• Strong time management, organizational, and goal setting skills.
• Ability to consistently meet deadlines unsupervised.
• Excellent communication skills; written, verbal and ability
• Ability to adapt to various working relationships with partners at all organizational levels.
• Consummate professional particularly when handling difficult situations or people.

What you’ll get

• Competitive rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.
• Exceptional Career Development opportunities.
• We’ll support your professional development education.

Additional Information

Aviva Canada is committed to providing accommodations for people with disabilities during all phases of the hiring process including the application process. If you require an accommodation because of a disability, we will work with you to meet your needs. Applicants need to make their needs known in advance. If you are selected for an interview and require an accommodation, you are encouraged to advise the Talent Acquisition Partner who will consult with you to determine an appropriate accommodation.

Aviva Values

Commitment

Always delivering on our promises, taking accountability and ownership for what we do and learning as we go to be better every day

Community

We work together to make Aviva brilliant and more inclusive for our customers, colleagues, shareholders and society

Care

Building a better Aviva for our customers through supporting and growing our people and speaking up if something isn’t right

Confidence

Using our experience and expertise to shape Aviva for today and tomorrow while understanding and managing risks.