Process and Change Content Specialist

Posting date:	05 January 2026
Hours:	Full time
Closing date:	04 February 2026
Location:	City of London, London, EC1A 4LX
Company:	Nuffield Health
Job type:	Permanent
Job reference:	JR0093366_1767626715

Summary

Process & Change Specialist
Barbican, London | Hybrid Working | Permanent | Full-Time

Competitive salary available, depending on experience

37.5 hours per week

At Nuffield Health, everything we give our patients, members and customers would not be possible without you. Your passion, your warmth, your drive to make a difference. Whether it's driving connected health, helping the nation, transforming experiences, or building the career you want - we give you the support to do it all. Join our journey. It starts with you.

We are looking for an experienced Process & Change Specialist who is passionate about process design, change management, and creating content that supports successful adoption. In this role, you will work closely with the Service Design & Change (SD&C) team and key stakeholders to document current processes, design future workflows, and create engaging content that enables smooth transitions and improved customer and agent experiences.

You will work closely with stakeholders across the business to ensure processes are accurate, efficient, and aligned with organizational goals. You'll also play a key role in shaping our approach to continuous improvement and change adoption.

You will have:

• Proven experience in process mapping, documentation, and change management.

• Strong communication and stakeholder engagement skills.

• Ability to create clear, concise, and user-friendly content for multiple channels.

• Knowledge of version control and content management best practices.

• A proactive approach to identifying improvements and driving adoption.

Key Role Responsibilities:

• Work with the SD&C team to capture 'as is' processes within Business Services and identify areas for improvement, supporting the design of 'to be' processes.

• Assist in creating new workflows and standard operating procedures (SOPs) with customer and agent experience at the heart of the design.

• Maintain a central, version-controlled repository of all content and processes.

• Develop supporting content for change initiatives, including 'How to' guides, SOPs, canned responses, AI/WhatsApp content, briefing documents, training materials, and continuous improvement documentation.

• Collaborate with stakeholders to gather requirements, align timelines, and communicate plans effectively.

• Support the execution of change initiatives, ensuring successful implementation and adoption of new processes and technologies.

• Build strong relationships across departments to promote collaboration and effective communication throughout the change management process.

• Identify opportunities for process optimization, enhanced customer satisfaction, improved business outcomes, and cost efficiency.

We will provide:

• Opportunities to shape and improve processes that impact customer and agent experiences.

• Support to develop your skills in process design, change management, and content creation.

• A collaborative environment where your ideas and contributions make a real difference.

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options.

At Nuffield Health, we take care of what's important to you.

If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it's a good idea to apply right away to ensure you're considered for this role.

Apply today… It starts with you.