Business Unit: COO, Customer Transformation & Operations
Salary Range £37,600 - £47,000 DOE + red-hot benefits
Location: UK Remote – occasional travel to hub
Contract Type: Permanent

External

Live for the weekday. Live a life more Virgin.

Our Team

An amazing opportunity for someone to join our Customer Operations – Performance Insight team, primarily specialising in understanding performance, monitoring trends, strategy, and benchmarking. If you’re self-motivated, enthusiastic and ready to make a real difference to a successful and go-getting team then we are looking for you!

The successful candidate will focus on a variety of Customer Service KPI’s, strategy, optimisation, and supporting the Leadership team in achieving business objectives. You’ll work with our key stakeholders to understand our performance against the context of internal targets and the external market, whilst identifying opportunities and supporting the development and execution of our strategies. You’ll play a significant role in helping the business deliver against their data, customer service, and cost ambitions.

What you’ll be doing

Create, produce and present insights to relay timely and relevant information/recommendations to key leadership stakeholders to facilitate business decision making and identify key risks and opportunities. Handle and interpret large data sets using statistical and analytical techniques to support the strategic goals of the business. Design and develop predictive tools and models to provide the insight needed for effective forecasting across CT&O. Undertake analysis of industry benchmark, external market, and economic information to provide key insights of current and future banking trends which will help shape the future plans of the Customer Ops team. Collaborate with senior management across Customer Operationss and the wider business, technical stakeholders in Customer Value, Strategy, Risk, Marketing, Finance, Commercial, and GBI. Chair performance review forums with key stakeholders, providing good quality and thought-provoking material that turns insight into action. Own and manage end to end action plans ensuring key milestones are achieved. Understanding the financial services products and distribution channels, supported by operational knowledge of organisational systems, processes, and the wider organisational data landscape. Manage a team of Analysts (1-4 FTE), providing guidance, direction and general performance management in line with the Banks guidelines and principles.

We need you to have

Experience using data to inform commercial and strategic decisions, analyse trends, explain performance, and make recommendations to senior stakeholders in the business. Prior experience in leading and managing a team of analysts is essential. The ability to lead and provide input into the scoping, design, development, and implementation of customer strategies and solutions. Knowledge of relevant Microsoft software, including Power BI, Teams, Excel, PowerPoint, and Word. Ability to logically analyse and interpret data, backed by a high-level qualification or experience in mathematical, statistical, or technical disciplines. Strong oral and written communication and presentation skills, with the ability to convey complex messages and ideas to both technical and non-technical audiences at all levels of the organisation. Gravitas with excellent influencing, engagement, and communication skills across all levels of the business. Understanding of financial services, products and distribution channels, supported by operational knowledge of organisational systems, processes, and the wider organisational data landscape. Experience of working in a fast-paced environment with tight deadlines whilst delivering with quality and accuracy. The ability to deputise for the Senior Performance Insight Manager.

It’s a bonus if you have but not essential

Working experience of SAS or other Statistical packages such as R, Python, MiniTab or equivalent analytical tools to develop data driven solutions. Coding experience with SQL and VBA.

Red Hot Rewards

Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)​ plus the option to buy more. Up to five extra paid well-being days per year​.  20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt.  Market-leading pension. Free private medical cover, income protection and life assurance. Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. 

And there's no waiting around, you'll enjoy these benefits from day one.

Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin Money
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank.  As a full-service digital bank with a heritage stretching back over 180 years, we`re a workforce to be reckoned with.  We're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer obsessed and work tirelessly to create positive experiences for our millions of customers and deliver on our purpose, ‘Making You Happier About Money.’ Our customer centric culture means that we're able to do banking differently and by innovating and working together we can make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.

Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities.  We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.  

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com

Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks.