Customer Care Transformation - Change Analyst

Aegon UK; Chelmsford; Hybrid; GBP 33,000 - 45,000; Full time

Job summary

A leading company is seeking a Change Analyst for a 12-month fixed-term contract. The role involves ensuring business operational teams are ready for change implementations, collaborating closely with various departments. Ideal candidates will have a strong background in change management, excellent communication skills, and the ability to adapt to evolving project needs. The position offers a competitive salary and a range of benefits, including a non-contributory pension and private medical cover.

Benefits

Non-contributory pension

Discretionary bonus

34 days leave per year

Private medical cover

Life assurance

Critical illness cover

Enhanced parental leave

Retail discount vouchers

Cycle2work scheme

Subsidised restaurants

Qualifications

• Experience in operational change roles, ideally in financial services.
• Ability to identify business impacts and operational readiness requirements.

Responsibilities

• Deliver operational business readiness activities for change initiatives.
• Communicate with teams to ensure preparedness for changes.
• Create test scripts and supporting documentation.

Skills

Business Readiness

Change Management

Communication

Adaptability

Strategic Thinking

Tools

Jira

Job description

Customer Care Transformation - Change Analyst

12 Month Fixed Term Contract

Location: Peterborough / Witham / Edinburgh (We believe in the power of in-person collaboration, and our hybrid model requires colleagues to be in the office a minimum of 40% of their time)

Salary: A competitive salary from £33,040 depending on the experience you can bring

Closing date: 27/05/2025

We're a company of ambitious, collaborative problem-solvers who get things done - we're looking for like-minded people to join us.

We help people live their best lives. We help them with the big stuff, for the moments that matter: Pensions, Savings, Investments. At Aegon, we strive in creating a diverse organisation that plays a meaningful role in driving greater equity, inclusion and belonging.

As a Change Analyst, you will ensure our business operational teams (Customer Care) are fully supported and appropriately prepared to handle the implementation of change effectively. This role involves close collaboration with Project Managers, Business Analysts, Operations, IT, Change, and Proposition teams. You will follow a structured governance framework to ensure successful change implementation.

Key Responsibilities:

• Responsible for delivering operational business readiness activities for projects and/or change initiatives implemented within Customer Care
• Using expert experience, identify viable solutions that may be more cost-effective while remaining within overall business, project, and program principles
• Challenge, highlight, and report relevant risks/issues for inclusion in project risk logs and reporting systems
• Work with business operational teams to gather information and carry out business impact assessments
• Creation of test scripts and co-ordinating test cases (Business Process Proving - BPP & Business Verification Testing - BVT)
• Creation of procedures and supporting documentation
• Communicate with business teams to ensure the organisation is prepared when change is delivered, and when required create and deliver training

We'd love to hear from you if you have:

• Business Readiness Experience: You can identify key business impacts, pinch points, and operational readiness requirements to ensure smooth project delivery. Your expertise will help minimise disruption to in-scope business teams and supports a successful change implementation.
• Proven Change Experience: You will bring a solid record of working in an operational change role, ideally within financial services or a platform provider. You have firsthand experience with change projects and the change lifecycle ideally with experience with Jira, coupled with a strong understanding of key features of relevant legislation.
• Excellent Communication Skills: You can tailor your communication style to suit different audiences, a vital skill in managing change effectively. You are adept at managing upwards and gathering valuable insights that support information and decision-making.
• Adaptability: Change is constant in any project, so you will be able to adapt quickly reevaluating impacts to the business teams.
• Tactical & Strategic Thinking: You will have a deep understanding of business and organisational needs, with the ability to think ahead and assess both current and future states. These skills will support your business readiness planning abilities, ensuring that you can navigate both tactical and strategic aspects of change initiatives.

What's in it for you?

A non-contributory pension between 8%-12%

A discretionary bonus, depending on personal and company performance.

34 days leave per year (including bank holidays, pro-rated for part-time)

We also offer private medical cover, life assurance, critical illness cover, enhanced parental leave, and a variety of lifestyle benefits to help our staff live their best lives, including retail discount vouchers, cycle2work scheme, subsidised restaurants, and online GP appointments.

If you are passionate about driving change and are looking for an opportunity to make a real impact, we would love to hear from you.

The legal bits

We'll need you to confirm you have the right to work in the UK. If we offer you a job and you accept, there are some checks we need to complete before you can start with us. This will include a credit and criminal record check, as well as providing satisfactory references.