Head of Operational Change

Aviva; York; On-site; GBP 110,000 - 127,000; Full time

Job summary

A leading company is seeking a strategic change leader to drive transformation in its Insurance and Wealth division. This role involves overseeing a significant budget and managing a team to ensure successful implementation of regulatory changes and operational improvements.

Benefits

Bonus opportunity – 25% of annual salary

Generous pension scheme

29 days holiday plus bank holidays

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

3 paid volunteering days

Wellbeing support and tools

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

Team Management

Commercial Acumen

Job description

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.

To find out more about working at Aviva take a look here

We interview every disabled applicant who meets the minimum criteria for the job. Once you’ve applied, please send us an email stating that you have a disclosed disability, and we’ll interview you.

We’d love it if you could submit your application online. If you require an alternative method of applying, please give Tawana Chin a call on 07789 624461 or send an email to [e-mail] .

About the company

We’re here to protect our 33 million customers from life’s unexpected twists and turns – freeing them from fear of uncertainty.We are one of only a few insurance companies in the world that can provide customers with life, general and health insurance, and asset management in one place – a composite insurer.And we have a unique competitive advantage. Whether we’re protecting them from everyday risks or helping them to save for the future, we put customers at the heart of all we do – creating a bright and sustainable future for our customers, employees and our communities.