Business Unit / Team: Chief Operating Office
Salary range: £31,600 - £39,500 per annum DOE + red-hot benefits
Location: Remote, UK Flexible

Get out of your comfort zone. Live a life more Virgin.

Our Team
Our Voice Analytics team at Virgin Money is on an exciting journey, building momentum as we enhance both customer and colleague digital experiences. We’re dedicated to delivering insight that helps the business supercharge their decision making in creating the optimum customer experience. Equally, we focus on understanding our colleagues and the challenges they face, looking for opportunities to help them deliver consistent high-quality experiences for customers.

We have a fantastic opportunity for a talented, experienced person looking to take the next step in their career. This is a diverse and exciting role where you’ll be responsible for supporting the delivery of our Voice Analytics platform, while also helping to turn insights into deliverable actions that positively impact our colleagues and customers.

You’ll be working across multiple streams, balancing a range of exciting responsibilities with endless opportunities to build relationships & influence outcomes. If you’re a driven and passionate individual eager to learn and grow in a dynamic environment, this role could be the perfect fit for you!

What you’ll be doing
• Ensuring the Voice Analytics solution is properly maintained – consistent license allocations and ingestion rates, managing reporting routines and ensuring query accuracy is kept to a high standard
• Work with the CX Performance Manager in using Voice Analytics to deliver pre and post impact assessment and analysis, playing a key part in detailing changing trends in customer demand
• Support the maintenance and management of the Voice Analytics opportunity log, working with key stakeholders to move recommendations to delivery and validating customer, colleague and process improvements made
• Undertaking complex analysis of customer insights derived from Voice Analytics, creating actionable recommendations to meet specific objectives around performance improvement
• Support in the delivery of initiatives designed to improve CX Performance and stronger customer journeys
• Identification of journey frictions through root cause analysis and development of improvement strategies & investment prioritisation to improve our customer experience performance
• Producing PowerPoint collateral & reports that distil complex data and insights into key points for decision making and discussion at a senior management level

We need you to have:
• Experience in engaging with multiple stakeholders at various levels of the bank
• Adept at using both quantitative and qualitative customer insights to inform customer behaviour and create actionable recommendations
• Experience in leading the creation and refinement of data analysis into digestible reports intended for a wide range of stakeholders
• The ability to work independently to deliver high quality outputs within tight timescales

It’s a bonus if you have but not essential:
• Experience in the use of, and management of Voice Analytics platforms
• Experience in Contact Centre performance metrics and performance management methodologies
• Experience of applying agile methodologies and processes to project management, including experience in managing workload to timescales

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
• Ability to work anywhere in the UK (where the role allows)

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

Feeling insatiably curious about this role? Apply as soon as you can. 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 strive to create positive experiences for our millions of customers and our purpose, ‘Making You Happier About Money’, underpins everything we do. We believe in doing banking differently, innovating and working together to 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.