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As Aviva’s Generative Artificial Intelligence Lead and UK Chief Information Security Officer (CISO), Sarah Self is pioneering meaningful Gen AI initiatives in the insurance sector. Throughout her career in Technology and Transformational Change, Sarah has brought a heartfelt and a proactive approach, guided by unwavering integrity.

You’ve been at Aviva for over 20 years. How have you seen their tech journey evolve from when you started to what you're working on now?

I joined Aviva as a graduate, so never planned to stay for this long. But actually, it's a testament to the journey and the different things that I've been able to do over that time, and it has been a really fun journey. Early on, I launched the first-ever “e-commerce platform” at Aviva. It was probably a slightly misnamed platform for what it did, but it was the first time we were communicating digitally with customers, through live chat functionality. At the time, that was amazing – the idea that we were communicating with customers not through paper, email, or over the phone, but digitally. It felt like a big deal.

The digital revolution has been incredible, but for me, all the elements that go with it are just as fascinating. Cybersecurity, which is one of my specialisms, has been crucial — securing evolving technologies throughout that journey is incredible. Now, I’m the Generative AI sponsor across Aviva, leading our work with Gen AI. It's a once-in-a-generation technological revolution.

We're exploring its potential to enrich both customer and colleague experiences, while also considering how to secure it, manage risks, ensure ethical practices, and take sustainable steps. We couldn’t have imagined Gen AI when I started, but now we're early adopters in a cautious, yet forward-thinking, way.

What are some topics relating to Gen AI that you feel are underrepresented, or should be talked about more?

I’d like to see more press coverage of the positive human elements. It’s easy to see clickbait about Gen AI taking jobs or robots taking over. But no technology is inherently good or bad; it depends on how you use it.

We’ve seen Gen AI tools helping neurodiverse people thrive at work, and our own frontline workers at Aviva are positive about how it helps them focus on customers rather than admin tasks. It’s an augmentation, not a replacement, and it’s opening up amazing opportunities.

If you had advice for people trying to understand Gen AI’s impact on their future, what would it be?

I’d advise people to understand what it is – and crucially what it isn’t. There’s a mystique around Gen AI, but if you break it down, it’s a model trained on data to generate content. It’s not magic; it doesn’t have consciousness. Understanding what it is and isn’t, and how to use it, is key. We’re training everyone at Aviva on Gen AI, so we move on a positive journey. Demystifying it is essential.

What are your predictions for the future of Gen AI in your sector?

I see Gen AI enabling materially different customer outcomes. It’s not about removing humans; it’s about freeing up our people from day-to-day admin and distractions so they can focus fully on customers in their time of need. That enhanced human-to-human connection is really exciting for our industry.

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Motivated by hearing Sarah Self’s unique insights in Gen AI and how it will impact the sector? Learn more about tech career opportunities and innovations at Aviva.

We also offer apprenticeships to empower the next gen in tech—these open in January 2025.