Business Unit: Service Design, COO
Salary range: £45,600 - circa £57,000 per annum
Location: Hybrid with some occasional travel to our key hubs Glasgow or Gosforth
Contract Type: Permanent

Our team
We’re building something bold – a more joined-up view of how customer journeys work and how they can be improved through smart, meaningful insight. If you’re passionate about turning data into action and love the idea of shaping how analytics supports customer-first design, then we’d love to have you on the journey with us.

We’re looking for a forward-thinking, insight-led Customer Journey Analytics Manager to lead a team of analysts and data specialists, creating a central view of customer journeys and helping translate insights into meaningful improvements. You’ll work closely with Service Design, Operations and Technology to drive better experiences across the bank.

What you’ll be doing

• Supporting the building and evolving of a centralised source of customer journey data that enables insightful analytics, modelling and tracking of behavioural outcomes
• Leading a team of data analysts and data specialists, embedding strong customer outcomes focus in all analysis
• Supporting Service Designers in understanding data landscapes, identifying critical metrics and providing insight to guide the prioritisation of improvements and evaluate the success of change
• Helping define and track in-journey signals of success, surfacing early indicators of customer pain or opportunity
• Supporting the creation and management of key dashboards and KPIs to monitor customer performance across journeys and channels
• Translating insight into action: modelling scenarios, influencing design and operations decisions, creating clear, stakeholder-ready outputs
• Representing the team and its work at senior forums, bringing data to life for decision-makers
• Championing analytics best practice and predictive modelling to support planning, forecasting and long-term thinking.

We need you to have

• Proven experience in analytics or as an analytics leader
• Strong background in data analysis, reporting and insight communication
• Fluency in Excel, R, SQL or equivalent software/platforms and familiarity with tools like SAS
• Experience as part of cross-skilled teams and working with senior stakeholders
• Excellent storytelling and visualisation skills – you can turn data into narratives that drive action
• Experience in creating and using predictive models to support decision making
• A flexible mindset, comfortable working across ambiguous problems and shifting priorities
• Capability to support embedding of analytics into design thinking and support Service Design sprint activities
• Experience of PowerPoint (at least intermediate proficiency desirable)
• A proactive approach with a passion for putting the customer / our colleagues first to improve service.

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.

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, and 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 deliver on our purpose, ‘Making You Happier About Money.’ This means we're able to do banking differently, and by innovating and working together we can make a real difference by creating memorable moments and red-hot experiences for our millions of customers. 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

It’s important to note that there may be occasions where it’s not possible to interview all candidates declaring a disability who meet the essential criteria for the job. In certain recruitment situations such as receiving a high-volume of applications, we may need to limit the overall numbers of interviews offered to both disabled and non-disabled applicants. 

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.