Daniel Sampson Email and Phone Number

Lead the delivery of specific Customer Experience improvement initiatives within Aviva and our Outsourced Partners. Identify and deliver initiatives to enhance customer experience in close alignment to the Heritage customer strategy to improve customer satisfaction, loyalty and advocacy. Where customer service issues arise within our Outsourced Partners, lead course correction activity and ensure resolution.Key accountabilities:• To provide Outsource Customer Experience data and insights to inform Aviva UK strategic activity and play a pivotal role in establishing plans to support the delivery of strategic priorities• Identify and prioritise opportunities where there is close alignment to the Customer Strategy to drive improvements in: Customer Outcomes, Experience (e.g. TNPS, Satisfaction, Ease, complaints), Retention and Operational Efficiency • Lead on strategic initiatives e.g. roll-out consistent Bereavement process working closely with Outsourced Partners• Customer Experience lead representing Aviva and driving forward the delivery of Strategic and Transformation programmes with Outsourced Partners• Drive continued improvement in vulnerable customer activity• Undertake deep dives into hot spot areas and provide challenge to Heritage Leadership Team to drive forward business performance • Be nominee of Customer Experience controls covering customer journeys spanning across Aviva UK; lead continuous improvement activity to ensure effective oversight and governance of these controls • Outsource Customer Lead for Aviva UK projects as required• Management of 3 reports (2 x Customer Experience Consultants and 1 x MI Consultant) onshore and 2 x MI Consultants offshore• Oversight of 6 in-direct Customer Experience reports within our Outsourced Partners

Lead, develop, manage and deliver improvement initiatives to Aviva customers, in order to improve the customer experience – making it easy for customers to deal with us, driving increased customer engagement, satisfaction, loyalty and recommendation.Key accountabilities include:• Management of multiple retention and process improvement projects, delivered to time and budget, designed to add value to both the customer and the business• Application of PRINCE2 and LEAN Six Sigma project management methodologies to ensure structured project delivery and governance• Production of business cases and detailed cost vs. benefit analysis to document project benefits and support the movement of activity to a state of ‘Business As Usual'• Managing relationships with key stakeholders within Fraud, Legal, Business Risk, Compliance etc. and within outsourced suppliers to ensure that effectiveness of initiatives is maximised and quality, project delivery and cost objectives are met• Negotiating and managing conflict with outsourced suppliers to efficiently introduce both cultural and contractual changes on a cost effective basis• Ensuring effective measures are in place in order to realise project benefits• Actively seeking collaborative opportunities – gaining insight into strategy and process development opportunities of other business units to ensure a consistent development and simplification of processes• Utilising customer insights and analysis to enhance the customer experience through measurable improvements• Reporting and management of key risks / issues throughout the project lifecycle whilst ensuring improvements to controls• Responsibility of managing project budget

To implement Customer Value Management (CVM) projects in support of revenue, profit and retention targets.Key accountabilities include:• Implement retention proposition and process focused projects to deliver CVM targets• To input to programme plans and be responsible for delivering supporting business cases as appropriate• Manage implementation of agreed initiatives, working closely with colleagues in Operations, Sales, Marketing and IT to ensure that effectiveness of initiatives is maximised and quality, delivery and cost objectives are met• Work proactively with key stakeholders, e.g. Customer Services, Business Risk, Finance, etc. to ensure full and timely delivery of agreed plans• Ensure processes in place to create operational flow of information into CVM from sources such as Operations, Sales, and Customer Support functions. Ensure delivery to its time and budget • Ensure that analysis and reporting is delivered for own projects • Define and implement process changes to improve performance as appropriate • Act as key liaison with business change staff to ensure effective utilisation of their resource on own projects

Outbound calling customers with a view to educating them about their investments and to ensure they were aware of their policy features and benefits. Engagement with customers to provide an improved service with the objective of retaining these customers. Communicating with financial advisors, seeing if they had a review in place with the customer and acting appropriately to retain that customer through providing an excellent service and education to the advisor.Position started with AXA and continued following transfer to Friends Life in 2011.

Managing inbound call interactions from customers and financial advisors to understand and assess their needs with regards to their products e.g. pensions and investment bonds. Responsibility to ensure timely delivery of customer outputs, following call interactions, to guarantee customer satisfaction.