Business Unit:  COO, Digital experience Centre                  
Salary range: £25,600 - £32,000 per annum
Location:  UK Hybrid with occasional travel to hub

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

Our Team 

Our Support Analyst will champion the vision of a world class digital experience centre. They will be a key VM Brand Ambassador who is passionate about VM Values and Behaviours. They will be digital experts and work closely with colleagues to shape and promote effortless journeys, first point of contact resolution and automation and robotics across the Digital Experience Centre.

What you’ll be doing 

• Deliver continuous process improvements through engagement across the Digital Experience Centre and wider business
• Analyse live customer interactions, troubleshoot in real time, and identify ways to simplify end to end customer journeys
• Update journeys providing relevant, high quality customer communication with the objective of reducing customer effort and improving Smile scores to meet agreed benchmarks
• Be responsible for collating and interpreting a wide range of data and business information providing effective and efficient analysis of the success of customer journeys to drive change activities within the Digital Experience Centre through detailed Excel and PowerPoint packs
• in conjunction with Digital Experience Centre Quality colleagues, will be the subject matter experts who inform and influence wider change programmes
• Support the delivery of strategic and operational change, optimising cost to serve, simplifying and automating where possible
• As part of the Digital Experience Centre team, will be accountable for delivering customer outcomes which are measured against a suite of key performance indicators which include customer experience, productivity, proposition and product knowledge and support
• Collaborate across multiple relationships on behalf of the Digital Experience Centre, including: - quality, customer and colleague experience, change, risk, technology, training and forecasting and planning 

We need you to have

• Experience of working in a fast paced, dynamic and changing environment
• Experience in data analysis to identify trends and translate into practical solutions – proven track record
• Proven ability to influence change in a positive and collaborative manner
• Working knowledge of Bank services, products, processes and procedures
• Strong knowledge of Microsoft Office applications – with ability to use formulas to a high standard in Excel
• Strong analytical skills
• Experience of working in a Contact Centre environment

It’s a bonus if you have but not essential 

• Experience in developing recommendations for improvement and ensuring remedial action is taken
• Knowledge and understanding of the regulatory regime and an understanding of the risk and compliance requirements of the role

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.