Business Unit:  Business Direct
Salary range: £28,000 - £ per annum DOE + benefits 
Location: UK Hybrid (office attendance regularly once per month in Glasgow and extra as required from time to time)
Contract type: Permanent

Our Team

We’re the Business Continuous Improvement Team, passionate about making a real difference for our customers and colleagues. We lead non-tech customer journey and process improvements across the Business Bank, working to simplify and enhance experience, reduce complaints, and drive operational excellence. Our team thrives on collaboration, innovation, and a relentless focus on delivering Simply Brilliant Experiences for our customers at every critical moment.

What you’ll be doing 

• Working with a broad range of stakeholders to present insights into change and formally gain stakeholder support for change.
• Build compelling Business Cases for change and develop Implementation Plans to deliver change.
• Working with CI Leads/Managers/Specialists to define, assess, and analyse the impact of change throughout the project lifecycle.
• Identifying and helping drive new CX improvement opportunities in line with operational excellence principles.
• Supporting the CI Lead, CI Managers and CI Specialists in strategic and tactical change initiatives.
• Prioritise and sequence changes to customer journeys and processes for maximum benefit and operational resilience.
• Write Implementation Reviews to assess how CX changes have landed and what could be improved.
• Deliver customer experience at the highest level, consistently advocating Customer First behaviours and The Standard; Simply Brilliant Experience.

We need you to have 

• Change experience and an understanding of change methodologies.
• Demonstrable Excel and PowerPoint skills at an elevated level.
• Subject Matter Expertise in a customer operation and/or a contact centre environment allied to change experience.
• Strong analytical skills with the ability to understand data and turn it into practical information.
• A proven ability to deliver results in line with deadlines and expectations.
• Experience of working in a fast-paced team and balancing several key tasks.
• Proven experience of working with a broad range of internal stakeholders.
• Passion for the values and purpose of the enterprise to deliver best-in-class CX.
• Experience using Bank systems and Microsoft Office packages.

It’s a bonus if you have but not essential 

• Evidence of own development plan and Corporate Social Responsibility activity.
• A track record of being an early adopter of new ways of working.
• Good knowledge of business products and services.

Red Hot Rewards  

• 25 days holiday per year, increasing over time to 30. Plus, an option to buy more, giving you even more choice.
• Private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance-related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our flexible benefits scheme
• Life assurance to provide peace of mind for you and your loved ones
• Up to 2 days of paid volunteering a year  

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 

We’re in the process of bringing Virgin Money and Nationwide together which, subject to Court approval, will happen on 2 April 2026. You can find out more about what this means at https://uk.virginmoney.com/nationwide-transfer. If you’re successful in securing a role with us, your employment will move automatically to Nationwide when this transfer goes ahead.

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.