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Thoughts from the Evolution Council (4524_Aviva Community Fund heart -…
Thoughts
from the
Evolution
Council
CUSTOMERS: Be Present
:check: Reward customer focussed behaviour:
Optimise
customer outcomes within KPI
constraints
:check: Spend time with front line staff weekly and visit customers
:check: Get all our people closer to customers - aligning everyone behind customer needs
:check: Learn how our customers see us - through all channels (direct, intermediaries, AI, Internationally)
CULTURE: Be Driven
:check: Host #Uncut sessions often, and walk the floor chatting to our people regularly
:check: Reward silo-busters - we win together or fail apart
:check: Evangelise safe experimentation that scale at pace, Decry better sameness
:CHECK:
Move us from being know-it-alls to learn-it-alls
VISION: Be Clear
:check: Be clear on the job we're doing for customers
:check: Learn our values - our people love them and live by them
:check: Define our north star - who do we want to be
:check: Be relentless in your clarity of purpose
STRATEGY: Be Straight
:check:
Be brutal about shared services versus local expertise
:CHECK:
Insurance is a trust industry. Insurers are misery merchants. Make us worthy
:CHECK:
Explore the Council's Strategy provocation for a billion customers
:CHECK:
Be clear on the roles of Group and AI so we play to win
