Business Unit: COO, Customer Operations
Salary Range £31,600 - £39,500 DOE + red-hot benefits
Location: UK Remote – Occasional travel to hub
Contract Type: Permanent, Full time   

Our Team

We have 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 all customer services, 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

• Supporting Lead Insight Specialists and Leadership in bringing ideas around insight to life, building intuitive and informative data handling models and reporting tools.
• Create, produce, and present Insights to relay timely and insightful information/ recommendations to key leadership stakeholders to facilitate business decision making, identifying key risks and opportunities.
• Use statistical and analytical techniques to handle and interpret large data sets to support the strategic goals of the business.
• Interrogate core operational systems such as WFM, ControliQ and telephony platforms to extract key operational data, understanding and interpreting it to create meaningful insight.
• Design and develop models, dashboards and executive views to provide performance related insight used to make key business decisions across Customer Operations.
• Undertaking analysis of industry benchmark, market, and economic information to provide key insight of current and future banking trends.
• Collaborate with Senior Management and the wider business, as well as technical stakeholders in Commercial, Marketing, Finance, D&I, and GBI.
• Participate in performance forums alongside key operational stakeholders. Provide good quality, thought provoking material that turns insight into action, supporting end to end action plans to delivery stage. Provide ongoing insight to confirm impacts of actions taken.

We need you to have

• An ability to logically analyse and interpret data, backed by experience in mathematical, statistical or technical disciplines.
• Experience using data to inform both tactical and strategic operational decisions, analysing trends, explaining performance, and making recommendations to the business.
• Strong oral and written communication and presentation skills, with the ability to convey complex messages and ideas to both technical and non-technical audiences.
• An understanding of Financial Services products and distribution channels, supported by operational knowledge of organisational systems, processes, and the wider organisational data landscape.
• Knowledge of relevant Microsoft software, including Excel, PowerPoint, PowerBI and Word. Statistical package knowledge such as SAS, R, MiniTab etc… desirable.
• Experience of working in a fast-paced environment with tight deadlines whilst delivering with quality and accuracy.

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.