In the past year, Kathryn has interviewed leaders across the worlds of government, business and education. One message is clear: no one knows with certainty what the jobs of the future will be. Well, that is perhaps unless you are Molly Howes.

Kathryn sat down with her last week….

Kathryn: Generative AI is in your job title. How are you thinking about generative AI in your role?

Molly: I started as a call handler at Aviva over nine years ago. Call handlers are arguably the most important people at Aviva because they are physically supporting our customers every day. These new tools are being used to support them in having more confidence in making decisions, to summarise information which would previously have taken hours, to use fewer systems and tools to get a job done. These tools are a massive stepping stone to help them thrive, to make work-life more efficient, and to remove mundane daily tasks. The latest advancements in technology are helping our people do the best job possible for our customers.

Kathryn: What would you say to people who are afraid that generative AI is going to replace their role?

Molly: It would be naive to think that roles are not going to change. But just like with the introduction of the internet, the change didn’t happen overnight and new roles were created. So we need to turn the conversation on its head. Remove the fear. See this as something that has developed to make work more efficient and to make you more fulfilled in your role. We are investing in giving people new skills and new knowledge at Aviva to go into careers that they didn’t ever see themselves going into, or thought were out of reach. I actually think this is giving us all the kick we need to think about what we are passionate about, what skills we actually need, and how to drive our careers forward.

Kathryn: Can you give me an example of a learner’s story who managed to upskill or reskill into a job of the future?

Molly: My favourite story is Marie, who had been at Aviva for a number of years and was working in our claims department. Marie came to me and said, “Molly, I have always wanted to be a business analyst. I have applied for apprenticeships before, but I just can’t get through. I can’t pass the test and assessments. Anytime I go to an interview, I can’t get the job because I don’t have the experience. I am in between a rock and a hard place.” I put Marie onto our first product bootcamp. This enabled her to move onto the business analyst reskilling bootcamp, spending 14 weeks with Decoded, and she has now secured herself a role as a business analyst at Aviva for the past 3-4 months. I saw her yesterday; she is absolutely buzzing. She is enjoying her role, she is motivated, she is challenged. Evidence for me that we are really giving people opportunities, no matter what their past looks like.

Kathryn: What is the most important skill of the future?

Molly: A growth mindset. How can I be adaptable to change, how can I open my mind to innovation. For me, hard skills can be taught. The Foundry has taken people with zero background in engineering working in our call centres and turned them into software engineers. To be able to learn these skills, you have to have the right mindset, an openness to adapt, to be wrong, to try and try again, or you will not be able to keep up with the ever-evolving changes in technology which are hitting us.

Kathryn: What is the biggest barrier to learning?

Molly: The biggest challenge is finding the time and knowing where to find the learning opportunities. The great thing about Aviva is that anyone who has the hunger to learn will find something there for them.

Kathryn: Did you ever imagine you would end up doing what you are doing today?

Molly: Much to my parents’ dismay, I left school after my GCSEs. I wanted to work, I wanted to buy a car, and I was determined to make money. I had no idea what I wanted to do. At one point, I was doing four jobs at one time: working in retail, waitressing, I was supervisor of a milkshake shop, and teaching dance. When I started working at Aviva, it was a stopgap. I didn’t think the 9-5 life was for me. But, nine years later, I am still here and very much don’t see myself leaving any time soon.

Kathryn: Would you describe yourself as a technical person?

Molly: I absolutely love technology and really enjoy innovation and delivering to our customers through amazing new technologies. Previously I had the job title of “technical digital product owner.” However, I would be the first to say I am not a technical person. Excel is about as far as my coding skills go. But I loved my role. I like to bust the myth that you need a mathematics degree or be fluent in IT systems to make a career in the technical space.

Kathryn: So what advice would you have for someone looking to make a career change into technology?

Molly: Get involved. Say yes. I am regularly putting myself outside of my comfort zone. It is OK if you don’t understand fifty percent of the technical terms to start with. I have gotten to where I am today by being passionate, putting my best foot forward, and by having a strong work ethic.

Kathryn: How do you know if you are out of your comfort zone, in a good way, not a bad way?

Molly: If you are anxious about getting out of your comfort zone, think to yourself, what is the worst thing that could happen? If something doesn’t go to plan, use it as a learning experience. If you feel imposter syndrome, say “well done,” pat yourself on the back!

Kathryn: How would your colleagues describe you?

Molly: I am ambitious but, crucially, I am authentic. I am not afraid of not fitting in. If you are your authentic self at work, people can relate to you, trust you, and build relationships with you.

Thank you, Molly, for your nuggets of wisdom and for the impact you are having upon the work-lives of so many people at Aviva and beyond.

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