Health Customer Journey Oversight Coordinator

TN United Kingdom; Eastleigh; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

An established industry player is seeking a Health Customer Journey Oversight Coordinator for a 12-month secondment. This pivotal role focuses on enhancing customer outcomes through in-depth analysis of health customer journeys. Ideal candidates will possess a strong background in transformation and change delivery, with the ability to translate complex data into actionable insights. Join a dynamic team that values collaboration and innovation, and enjoy a competitive salary with generous benefits, including a bonus scheme, pension contributions, and flexible working options.

Benefits

Generous pension scheme

29 days holiday plus bank holidays

Discounts on Aviva products

Free Aviva shares annually

Paid volunteering days

Wellbeing support

Flexible benefits like cycle to work

Parental and carer’s leave

Qualifications

• Strong understanding of customer journey analysis and transformation.
• Experience in regulated sectors, preferably Health.

Responsibilities

• Analyze performance of Health customer journeys for actionable insights.
• Collaborate across functions to define long-term vision and compliance.

Skills

Customer journey methodology

Change management

Data analysis

Communication skills

Stakeholder engagement

Collaboration and teamwork

Job description

Health Customer Journey Oversight Coordinator – 12-month secondment

Salary circa £45,000 (national), circa £60,000 (London) (based on skills, experience, and qualifications)

This role is ideal for someone with a strong understanding of the UK Health customer and a background in transformation, customer journey analysis, or change delivery. You might be ready to step into a more strategic role or be an experienced professional who excels at improving customer outcomes. If you are confident working across complex journeys, collaborating across functions, and turning insights into actions, this could be the role for you.

About the job:

This position is central to our Health business, focusing on driving better customer outcomes. You will analyze the performance of end-to-end Health customer journeys and use insights to recommend meaningful changes. Working with the Planning & Execution Manager and teams across Health, Change, and Technology, you will help define a long-term vision, oversee the impact of changes, and ensure compliance with regulations. Your work will ensure that all changes deliver value to customers, employees, and the business.

Skills and experience required:

• Deep understanding of customer journey methodology and its application to change initiatives
• Experience in a change or transformation role, preferably within Health or a similar regulated sector
• Ability to analyze complex processes and translate data and performance insights into clear, actionable recommendations
• Strong communication and presentation skills, with experience engaging senior stakeholders
• Proven ability to navigate ambiguity and collaborate across diverse business areas with resilience and teamwork

Benefits of the role:

• Competitive salary: circa £45,000 (national), circa £60,000 (London), depending on skills and experience
• Bonus opportunity of 10% of annual salary, performance-dependent
• Generous pension scheme with up to 14% contribution from Aviva
• 29 days holiday plus bank holidays, with options to buy or sell up to 5 days
• Discounts on Aviva products and other retailers, up to 40%
• Up to £1,200 of free Aviva shares annually through our Share Plan and Save As You Earn scheme
• Supportive policies including parental and carer’s leave
• Flexible benefits like cycle to work
• Paid volunteering days and access to wellbeing support

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

Inclusivity statement:

We embrace diversity and welcome applicants from all backgrounds. If you’re excited about this role but don’t meet every requirement, please apply anyway. We support flexible locations, hours, and working patterns to suit our customers, business, and colleagues. Most employees work around 50% in the office, combining flexibility with collaboration.