Head of Operational Change

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

Job summary

A leading company is seeking a strategic change leader to drive transformation in customer operations. This role involves overseeing a £5.5m budget and managing a team to implement regulatory and strategic changes effectively. The ideal candidate will have extensive experience in change delivery within regulated environments and strong stakeholder management skills.

Benefits

Bonus opportunity

Generous pension scheme

29 days holiday plus bank holidays

Up to 40% discount on Aviva products

Free Aviva shares through Matching Share Plan

Flexible benefits

Paid volunteering days

Wellbeing support

Qualifications

• Proven experience in leading large-scale change delivery.
• 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

Commercial Acumen

Team Management

Job description

Social network you want to login/join with:

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:

• 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, with options 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
• Supportive policies including parental and carer’s leave
• Flexible benefits to suit you, including sustainability options such as cycle to work
• Make a difference by joining our Aviva Communities and using your 3 paid volunteering days to help others
• We prioritize wellbeing with lots of support and tools

Take a look to learn more. Use this calculator to see what your total Aviva Reward could be by entering your salary.

Aviva is for everyone:

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

We adapt 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 flexibility with time together with colleagues.