Health Customer Journey Oversight Coordinator

TN United Kingdom; Norwich; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading company is seeking a Health Customer Journey Oversight Coordinator for a 12-month secondment in Norwich. This role is pivotal in improving customer outcomes by analyzing and enhancing health customer journeys. The ideal candidate will possess a strong understanding of customer journey methodology and experience in change management, particularly within regulated sectors. This position offers a competitive salary and a range of benefits, including a generous pension scheme and flexible working options.

Benefits

Bonus opportunity - 10% of annual salary

Generous pension scheme - up to 14% contribution

29 days holiday plus bank holidays

Discount on Aviva products

Free Aviva shares through Matching Share Plan

Supportive policies including parental leave

Flexible benefits including sustainability options

Paid volunteering days

Wellbeing support and tools

Qualifications

• Experience in a change or transformation role, ideally in Health.
• Ability to analyze complex processes and provide actionable recommendations.

Responsibilities

• Understand performance of Health customer journeys and recommend changes.
• Collaborate with teams to define a long-term vision for customer journeys.

Skills

Customer Journey Methodology

Change Management

Data Analysis

Communication

Stakeholder Engagement

Job description

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Health Customer Journey Oversight Coordinator, Norwich

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Client:

Aviva

Location:

Job Category:

-

EU work permit required:

Yes

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Job Reference:

0e2ce6d34e79

Job Views:

3

Posted:

12.05.2025

Expiry Date:

26.06.2025

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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 is a great job 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 up into a more strategic role or already be an experienced professional who thrives on improving customer outcomes. If you’re confident working across complex journeys, collaborating across business functions, and turning insight into action, this could be the role for you.

A bit about the job:

This role sits at the heart of our Health business and is key to driving better outcomes for our customers. You’ll be responsible for understanding the performance of our end-to-end Health customer journeys and using that insight to recommend and prioritise meaningful change. Working closely with the Planning & Execution Manager and wider teams across Health, Change, and Technology, you’ll help define a long-term vision for customer journeys, supervise the impact of change, and ensure regulatory alignment. Your work will help ensure that every change we make delivers value to customers, employees and the business.

Skills and experience we’re looking for:

• Deep understanding of customer journey methodology and how to apply it to deliver change
• Experience working in a change or transformation role, ideally within Health or a related regulated sector
• Ability to analyse complex processes and turn data and performance insight into clear, actionable recommendations
• Strong communication and presentation skills, with experience engaging and influencing senior stakeholders
• Proven track record to navigate ambiguity and work across diverse business areas with resilience and teamwork

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 £45,000 (national), circa £60,000 (London) (depending on skills, experience, and qualifications)
• Bonus opportunity - 10% (D grade) 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 people with diverse backgrounds and experiences.

Excited but not sure you tick every box? Research tells us that women, particularly, feel this way. So, regardless of gender, why not apply. And if you’re in a job share just apply as a pair.

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.