People, Skills, and AI: Transforming Talent for the Future of Financial Services

AI, Skills, and the Future of Work at Aviva

In this episode of the ServiceNow Executive Circle podcast, Kat Finch is joined by Dan Godfrey, Group People Transformation and Talent Director at Aviva, to explore how people strategy, technology, and AI are coming together to reshape the future of work. Dan shares how Aviva’s scale, legacy, and long history influence its approach to transformation, and why operational readiness, adoption, and change management are just as critical as the technology itself. From learning and recruitment to people technology and data analytics, the conversation highlights how HR and IT must work in lockstep to deliver meaningful outcomes for both colleagues and customers.

The discussion also dives into the evolving role of AI in skills development, workforce planning, and customer experience. Some key topics include:

• The evolving role of AI in skills development, workforce planning, and customer experience

• Highlighting how Aviva is using AI to surface skills and support “squiggly careers”

• Showing how AI helps colleagues navigate future career paths and learning opportunities

• Emphasising the importance of human-in-the-loop governance, trust, and responsible use of AI

• Looking ahead to how AI could democratise financial services by making financial knowledge more accessible

• Reinforcing why investing in peoples capability remains the most critical transformation for organisations

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