Head of Operational Change

TN United Kingdom; York; On-site; GBP 110,000 - 127,000; Full time

Job summary

A leading company in the insurance sector is seeking a strategic change leader to spearhead transformation initiatives within their Customer Operations. The role involves managing a significant resource budget and a team of senior professionals to ensure effective delivery of change in a regulated environment.

Benefits

Starting salary circa £110,000

Bonus opportunity – 25% of annual salary

Generous pension scheme

29 days holiday plus bank holidays

Up to 40% discount on Aviva products

Up to £1,200 of free Aviva shares per year

Supportive policies including parental leave

Flexible benefits including sustainability options

Paid volunteering days

Wellbeing support and tools

Qualifications

• Proven experience in leading large-scale change delivery in a complex, regulated environment.
• Strong understanding of operational risk and regulatory requirements.

Responsibilities

• Lead delivery of major transformation programmes across Customer Services.
• Ensure business readiness and drive operational efficiency.

Skills

Stakeholder Management

Operational Risk

Analytical Skills

Team Management

Commercial Acumen

Job description

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Are you a strategic change leader with a passion for delivering transformation that truly makes a difference?

This is a great job for someone who thrives in complex environments, has a strong background in operational change, and is ready to lead a high-impact team. If you’ve successfully delivered large-scale change in a regulated environment and are excited by the opportunity to shape the future of customer operations, this could be the perfect next step.

A bit about the job:

This role sits at the heart of Aviva’s Insurance, Wealth and Retirement COO function, leading the delivery of major transformation programmes across Customer Services and Customer Experience. You’ll ensure business readiness, drive operational efficiency, and support the successful implementation of regulatory and strategic change. With oversight of a £5.5m resource budget and a team of senior change professionals, you’ll be a key liaison between the COO and transformation teams, ensuring alignment, accountability, and measurable outcomes.

Skills and experience we’re looking for:

• Proven experience in leading large-scale change delivery in a complex, regulated environment
• Strong understanding of operational risk, regulatory requirements, and business readiness
• Excellent stakeholder management and senior level influencing skills
• Demonstrated ability to manage high-performing teams and drive strategic outcomes
• Commercial acumen with strong analytical and benefit tracking capabilities

What you’ll get for this role:

Our purpose - with you today, for a better tomorrow – is a promise we make to our colleagues too. And one of the ways we live up to that promise is by investing in you. We have so much to offer when it comes to being an Aviva colleague.

• Starting salary Circa £110,000 (depending on location, skills, experience, and qualifications)
• Bonus opportunity – 25% of annual salary. Actual amount depends on your performance and Aviva’s.
• Generous pension scheme - Aviva will contribute up to 14%, depending on what you put in.
• 29 days holiday plus bank holidays, and you can choose to buy or sell up to 5 days
• Make your money go further - Up to 40% discount on Aviva products, and other retailer discounts
• Up to £1,200 of free Aviva shares per year through our Matching Share Plan and share in the success of Aviva with our Save As You Earn scheme
• Brilliantly supportive policies including parental and carer’s leave
• Flexible benefits to suit you, including sustainability options such as cycle to work
• Make a difference, be part of our Aviva Communities and use your 3 paid volunteering days to help others
• We take your wellbeing seriously with lots of support and tools

Take a look to learn more. Put a salary into this calculator to see what your total Aviva Reward could be.

Aviva is for everyone:

We’re inclusive and welcome everyone – we want applications from all backgrounds and experiences. Excited but not sure you tick every box? Even if you don’t, we would still encourage you to apply. We also consider all forms of flexible working, including part time and job shares.

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending around 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.