Head of Operational Change

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

Job summary

Join a leading company as a Strategic Change Leader, where you will drive transformation in customer operations. This role requires strong leadership in a regulated environment, overseeing significant budgets and ensuring operational efficiency. With a focus on stakeholder management and strategic outcomes, you will play a key role in shaping the future of customer services.

Benefits

Bonus opportunity – up to 25% of annual salary

Generous pension scheme — Aviva contributes up to 14%

29 days holiday plus bank holidays

Up to 40% discount on Aviva products

Up to £1,200 of free Aviva shares annually

Supportive policies including parental and carer’s leave

Flexible benefits, including sustainability options

Opportunity to make a difference through Aviva Communities

Focus on wellbeing with various support tools

Qualifications

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

Responsibilities

• Lead major transformation programmes across Customer Services and Customer Experience.
• Oversee a £5.5m resource budget and manage a team of senior change professionals.

Skills

Stakeholder Management

Operational Risk

Analytical Skills

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 is at the core of Aviva’s Insurance, Wealth and Retirement COO function, leading major transformation programmes across Customer Services and Customer Experience. You’ll ensure business readiness, drive operational efficiency, and support the implementation of regulatory and strategic change. Overseeing a £5.5m resource budget and leading a team of senior change professionals, you’ll act as 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 in a complex, regulated environment
• Strong understanding of operational risk, regulatory requirements, and business readiness
• Excellent stakeholder management and senior-level influencing skills
• Ability to manage high-performing teams and drive strategic outcomes
• Commercial acumen with analytical and benefit tracking skills

What you’ll get for this role:

Our purpose — with you today, for a better tomorrow — is a promise we make to our colleagues. We invest in you to support your growth. Here’s what we offer:

• Starting salary circa £110,000 (depending on location, skills, experience, and qualifications)
• Bonus opportunity – up to 25% of annual salary, dependent on performance and company results
• Generous pension scheme — Aviva contributes up to 14%, depending on your contributions
• 29 days holiday plus bank holidays, with options to buy or sell up to 5 days
• Up to 40% discount on Aviva products and other retailer discounts
• Up to £1,200 of free Aviva shares annually through our Matching Share Plan and Save As You Earn scheme
• Supportive policies including parental and carer’s leave
• Flexible benefits, including sustainability options like cycle to work
• Opportunity to make a difference through Aviva Communities and three paid volunteering days
• Focus on wellbeing with various support tools

Learn more and calculate your potential total Aviva Reward using our salary calculator.

Aviva is for everyone:

We’re inclusive and welcome applicants from all backgrounds and experiences. Not every box checked? Don’t worry — we encourage you to apply. We support flexible working arrangements, including part-time and job share options, and adapt locations and hours to fit our customers, business, and your needs.