Health Customer Journey Oversight Coordinator

Aviva; 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 role is pivotal in enhancing customer outcomes through comprehensive analysis of health customer journeys. You will work collaboratively with various teams to drive meaningful changes, ensuring regulatory compliance and delivering value across the board. If you are passionate about transforming customer experiences and have a knack for navigating complex processes, this opportunity is perfect for you. Join a forward-thinking company that values diversity and offers flexible working arrangements.

Benefits

Generous pension scheme

29 days holiday plus bank holidays

Discounts on Aviva products

Free Aviva shares annually

Paid volunteering days

Comprehensive wellbeing support

Flexible benefits including cycle to work

Qualifications

• Strong understanding of UK Health customer landscape.
• Experience in transformation and customer journey analysis.

Responsibilities

• Analyze performance of Health customer journeys.
• Collaborate with teams to define long-term vision.

Skills

Customer journey methodology

Change management

Data analysis

Communication skills

Stakeholder engagement

Resilience 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 landscape and experience in transformation, customer journey analysis, or change delivery. Whether you're looking to step into a more strategic role or are an experienced professional passionate about improving customer outcomes, this position offers a great opportunity. The role requires confidence in managing complex journeys, collaborating across functions, and translating insights into action.

About the job:

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

Skills and experience we're looking for:

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

What you'll get for this role:

We are committed to our purpose - "with you today, for a better tomorrow" - and to investing in our colleagues. Here are some benefits:

• Starting salary circa £45,000 (national), circa £60,000 (London), depending on skills and experience
• Bonus opportunity of 10% (D grade) 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 via our Matching Share Plan, plus participation in the Save As You Earn scheme
• Supportive policies including parental and carer's leave
• Flexible benefits, including sustainability options like cycle to work
• Paid volunteering days and participation in Aviva Communities
• Comprehensive wellbeing support and tools

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

Inclusivity at Aviva:

We embrace diversity and welcome applications from all backgrounds. We encourage women and underrepresented groups to apply, even if you don't meet every qualification. Job sharing applicants are welcome to apply as a pair.

Our flexible working arrangements are designed to suit our customers, business needs, and colleagues. Most employees adopt a hybrid model, spending about 50% of their time in the office.

For more about working at Aviva, visit our website. We interview every disabled applicant who meets the minimum criteria. Please notify us of any disclosed disability after applying, and we will ensure an interview is arranged.

Applications are preferred online. For alternative application methods, contact [e-mail].