Process Change Analyst

Aviva plc; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Aviva plc in London seeks an experienced Process Change Analyst to support business transformation and continuous improvement across our Global Corporate & Specialty (GCS) business. You will map end-to-end processes, identify bottlenecks and shape more customer-centric ways of working, partnering with Operations, Underwriting, Product, Pricing, IT and Change teams.

The role involves facilitating stakeholder workshops, capturing business requirements, and defining future-state processes with

Qualifications

• Experience in business process analysis and improvement in complex environments.
• Ability to map end-to-end processes, including activities, hand-offs and dependencies.
• Proven capability to identify inefficiencies and optimize operational performance.
• Strong analytical and problem-solving skills with root-cause analysis.
• Excellent stakeholder engagement and workshop facilitation.
• Ability to translate findings into clear business requirements.

Responsibilities

• Map current-state processes and identify improvements.
• Facilitate stakeholder workshops and capture requirements.
• Define future-state processes and success metrics.
• Assess impacts, risks and dependencies of proposed changes.
• Support end-to-end change initiatives from discovery to implementation.

Skills

Process analysis

Process improvement

Stakeholder engagement

Workshop facilitation

Root-cause analysis

Requirements gathering

Change management

Current-state vs future-state

KPI definition

Independent working

Cross-functional collaboration

Tools

Microsoft Visio

Job description

Process Change Analyst

Location: London, UK-wide (50% remote), with occasional travel to Worthing

IR35 Status: Inside IR35

Contract Duration: 6 months

A bit about the job

We’re looking for an experienced Process Change Analyst to support business transformation and continuous improvement across our Global Corporate & Speciality (GCS) business.

Working closely with Operations, Underwriting, Product, Pricing, IT and Change teams, you’ll play a key role in understanding how processes operate today, identifying opportunities for improvement and helping shape more efficient, customer-centric ways of working.

You’ll investigate operational challenges, uncover root causes and develop practical, evidence-based recommendations to simplify processes, reduce duplication and rework, improve service outcomes and support sustainable business change.

From mapping end-to-end processes and facilitating stakeholder workshops to defining future-state processes and capturing business requirements, you’ll support change initiatives from discovery through to implementation. You’ll also help assess the impacts of proposed changes, identify risks and dependencies, and establish clear measures of success.

This is an excellent opportunity for a proactive and analytical professional who enjoys solving problems, challenging existing ways of working and working collaboratively with stakeholders to deliver meaningful operational improvements.

Skills and experience we’re looking for

• Strong experience in business process analysis, process improvement or operational change, ideally within a complex business environment.
• Proven ability to map and analyse end-to-end business processes, including activities, hand-offs, decision points, controls and dependencies.
• Experience identifying process inefficiencies, bottlenecks, duplication, manual workarounds and opportunities to improve operational performance.
• Strong analytical and problem-solving skills, including practical experience in root-cause, gap and impact analysis.
• Ability to gather, interpret and synthesise information from multiple sources to develop clear, evidence-based recommendations.
• Excellent stakeholder engagement, interviewing and workshop facilitation skills.
• Confidence in constructively challenging assumptions and influencing stakeholders to adopt improved ways of working.
• Experience defining current-state and future-state processes and translating findings into clear business requirements.
• Understanding of business readiness, change impacts, risks, dependencies and process ownership.
• Ability to define measurable outcomes, KPIs and success criteria to demonstrate the benefits of change.
• Strong communication skills, with the ability to explain complex information clearly to a range of audiences.
• A structured, proactive and inquisitive approach, with the ability to work independently and manage ambiguity.
• Experience working collaboratively across Operations, Product, Pricing, Underwriting, IT and Change teams.

Desirable experience

• A recognised Business Analysis qualification or equivalent practical experience.
• Knowledge of Lean, Continuous Improvement or other process-improvement methodologies.
• Experience supporting Agile, Waterfall or hybrid change delivery.
• Familiarity with process mapping tools such as Microsoft Visio or equivalent.
• Project management qualifications or relevant delivery experience.

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, our business and you. Most of our people are smart working, spending at least 50% of their time in our offices every week and combining the benefits of flexibility with time together with colleagues.