ReAssure are looking to recruit a dedicated Behavioural Scientist to join our team within the Transformation team. The position will be based in Norwich on a permanent basis.
Reassure is a top 10 life & pension company in the UK, with a vision the leading company in this sector by delivering the best customer and employee experience.
Our team in Norwich looks after 1m life and pensions customers on behalf of Aviva, employing 370 staff in Norwich, supported by 150 staff offshore in Pune, India and central operations in Telford. In practice, looking after Aviva customers means taking over 45,000 customer telephone calls a month and receiving a similar number of letters in the post.
Within Reassure in Norwich, we have a central Transformation Team of around 10 people, who are focused on continuous improvement of the customer experience. Recent projects include re-designing processes to speed up claims payments, and use of SMS messaging to improve customer satisfaction and reduce chaser calls. The behavioural scientist position will fit within the transformation area, with scope to assist any area of the business.
Until recently, the Reassure team has relied heavily on its parent company (Swiss Re) for support on behavioural economics, but is now keen to bring this skill-set in-house with its own dedicated behavioural scientist. Last year, they began on this journey by appointing two “champions” who have been making progress in applying behavioural science within their teams alongside their day jobs. This behavioural scientist position would work closely alongside these “champions” to harness their knowledge of the business.
As well as helping the Reassure business in Norwich, the Behavioural Scientist will also help the other Reassure sites (Telford and Hitchin) with their customer pain-points.
In this role as a Behavioural Scientist, you will be responsible for the application of behavioural science to the business’ customer pain-points, in order to achieve measurable improvements for customers and the business.
Competitive Salary & Benefits package, including 27 days’ holiday, pension, healthcare.
All applications will require both a CV and covering letter to outline your interest in the role and your skill set.
Originally founded in 1963, ReAssure is a life and pensions company which buys and administers closed books of business from other companies. Built on a 2000-strong team with a wide range of skills and experience, there’s one constant running through the ReAssure business – ‘Change’. Join us and you’ll have opportunity to drive our growth and progress through your own success.
ReAssure is an equal opportunities employer. We celebrate diversity and are committed to building a team that represents a variety of backgrounds, perspectives, and skills; and creating an inclusive environment for all employees.
- Working with colleagues across the business to identify and quantify customer “pain-points” (e.g. customers not responding to letters, making mistakes completing a form, or making complaints)
- Assessing the customer “pain-point” from a behavioural economics perspective: conducting literature searches, assessing the context and barriers to the desired behaviour, brainstorming and contributing to the design of behavioral-change interventions (e.g. by re-writing a letter, re-designing a script or a form)
- Designing the intervention and then running the trial, together with the business, and then analyzing the results and sharing these with colleagues
- Acting as an “evangelist” for Behavioural Science in the business: running training sessions, sharing insights & results, driving forward the business take-up of a rigorous test & learn approach to tackling customer behaviour challenges
Key skills/experience required
- You’re a “self-starter” and a strong communicator who can independently carry out behavioral research in a business setting.
- You hold a post-graduate qualification in the social sciences with a focus on human behavior, e.g., Masters or PhD in Behavioral Science, Economics, Psychology – and ideally you have hands on knowledge and experience designing and implementing behavioural research studies.
- You love language and have excellent writing, speaking and presentation skills. You would enjoy re-write copy/letters/emails and preparing mock-ups of what your ideas would look like
- your passion for behavioural science is infectious, and people like working with you
- you’re well organized and are able to manage multiple projects at once
- (optional) Experience with quantitative social science research and statistics/data analysis, including quantitative analytics software (e.g., SPSS, R, STATA, SAS, Matlab).