Formed in 2016, the customer science team if focused on the intelligent use of data to create engaging and relevant customer experiences for Aviva. As a workplace for data scientists, it offers five major positive components: comprehensive customer data (Aviva is the only large-scale, multi-line insurer in the UK); challenging data science problems; the ability to have a real influence on the business; a collaborative and supportive work environment; and personal and career development support.
The 30-person team is part of the 700-strong global data science practice, Aviva Quantum, and has created its own brand and approach through a concerted effort and focus on customer and business impact. Based in Aviva’s Digital Garage in London’s Hoxton Square, it reflects the style of a digital start-up, rather than a conventional corporate insurer. There is a strong focus on wellbeing, with a wide range of hospitality, get-togethers and sports, as well as technical challenges delivered via hackathons.
The team is very diverse, with a gender balance and one-third non-EU nationals. The reflects Aviva’s own commitment to inclusivity as the first FTSE 100 aiming to have women making up at least 30% of its executive committee. It is a living wage employer and offers equal paid parental leave.
There is a focus on empowered ownership of projects via a monthly Change Forum which considers opportunities and challenges and how to tackle them. A version of agile has been adopted, with fortnightly showcase meetings to share progress and learning, as well as off-site meetings to ensure perspective. Coaching, support and investment are all available as and when needed, as well as bonuses, spot prizes and a coveted “Customer scientist of the quarter” award.
Continuous development allows for self-study and one day each month spent on personal projects. Quantum University provides further support and skills development alongside lunch and learns. As a result, the team attracts a high-volume of applications and is able to set a high bar for recruitment with minimal churn.