Business Unit: Customer Service & Operations   
Salary range: £64,800- £81,000 per annum
Location:  UK Hybrid – with travel to Glasgow or Gosforth
Contract type: Permanent 

Our Team

Actionable insights are critical in enhancing the effectiveness and efficiency of our ~3,500 colleague-strong CS&O. By enabling data-driven and informed decision making, this role will be key in the BAU function of our business, as well as provide the clarity that enables sustainable delivery against our strategic ambitions across a multi-site, regulated environment.

The Performance Insights & Optimisation Lead sits within the Resource Planning, Optimisation & Operational Excellence centre within our refreshed Shared Service capability and supports the broader team in enabling consistent and more efficient and effective operations.

What you’ll be doing

• Own the analysis of operational and performance data to generate insights that inform decision-making and service improvements.
• Proactively analyse performance trends across CS&O, identifying focus areas and opportunities for improvement, driving engagement with the area owners.
• Own the performance reporting frameworks, identifying and delivering against opportunities for improvement and automation in our reporting and data analysis through partnerships with technology teams.
• Drive timely reporting and insight provision across the operational areas, applying automation where relevant, to drive quick business decisioning.
• Provide monitoring and reporting support associated to performance-related benefits from strategic transformation initiatives.
• Collaborate with various Business Areas and CIO to ensure the data and associated insights, as well as tooling are valid, and fit for purpose.
• Deliver the data and insights that underpin service delivery, performance and optimisation across contact centres, back-office operations, fraud, and specialist teams.
• Champions data-driven decision-making that reduces friction and improves resolution speed.

We need you to have

• Proven track record leading large-scale workforce and performance insight in regulated Financial Services or Tier 1 banking.
• Expertise in performance tracking, reporting and optimisation frameworks.
• Experience of enabling and driving transformational change in large operational environments.
• Demonstrated ability to influence and challenge at ExCo level.
• Deep understanding of operational performance metrics and optimisation frameworks.
• Advanced knowledge of performance tracking and reporting methodologies, tooling and systems.
• Strong market knowledge of best practice in performance reporting and optimisation.
• Insight into evolving customer, colleague and automation trends that impact service delivery.

It’s a bonus if you have but not essential

• Strong understanding of automation, data or AI tools that can enhance insight gathering and reporting

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. 

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.  

Say hello to Virgin Money 

Virgin Money is so much more than just a bank. As part of the Nationwide group, together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.  

Be yourself at Virgin Money 

At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society.  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

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Now the legal bit 
Although some of our roles allow you to be based anywhere in the UK, 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.