Business Unit: Customer Experience, Customer Transformation & Operations 
Salary range: £36,800 - £51,000 per annum DOE + red-hot benefits
Location: Remote - work from anywhere within the UK
 
Don’t settle for dull. Live a life more Virgin.

Our Team   

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 are self-motivated, enthusiastic and ready to make a real difference to a successful and go-getting team then we are looking for you!  

You’ll focus on a variety of Customer Service KPI’s, 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… 

• Creating, producing and presenting insights to relay timely and relevant Information/recommendations to key leadership stakeholders to facilitate business decision making and identify key risks and opportunities. 
• Handling and interpreting large data sets using statistical and analytical techniques to support the strategic goals of the business. 
• Designing and developing predictive tools and models to provide the insight needed for effective forecasting across Customer & Risk Operations. 
• Undertaking analysis of industry benchmark, external market, and economic information to provide key insights of current and future banking trends which will help shape the future plans of the Customer Ops team. 
• Collaborating with senior management across Customer Ops and the wider business, technical stakeholders in Customer Value, Strategy, Risk, Marketing, Finance, Commercial, and Business Intelligence.
• Chairing performance review forums with key stakeholders, providing good quality and thought-provoking material that turns insight into action. 
• Owning and managing end to end action plans ensuring key milestones are achieved. 
• Understanding the financial services products and distribution channels, supported by operational knowledge of organisational systems, processes, and the wider organisational data landscape. 
• Managing a team of Analysts (1-4 FTE), providing guidance, direction and general performance management in line with the Banks guidelines and principles.   

We need you to have… 

• Expertise in guiding and contributing to the planning, design, development, and implementation of customer strategies and solutions. 
• Proficiency in key Microsoft applications such as Power BI, Teams, Excel, PowerPoint, and Word. 
• Strong aptitude for logical data analysis and interpretation, complemented by a solid background in mathematical, statistical, or technical domains through advanced education or extensive professional experience. 
• Experience using data to inform commercial and strategic decisions, analyse trends, explain performance, and make recommendations to senior stakeholders in 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 at all levels of the organisation. Gravitas with excellent influencing, engagement, and communication skills across all levels of the business. 
• Understanding of financial services, products and distribution channels, supported by operational knowledge of organisational systems, processes, and the wider organisational data landscape. 
• Experience of working in a fast-paced environment with tight deadlines whilst delivering with quality and accuracy. 
• Proven work experience utilizing statistical software such as SAS,R, Python, Minitab, or similar analytical tools, combined with demonstrated proficiency in SQL and VBA programming.

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 
• Ability to work anywhere in the UK​ (where the role allows) 

And there's no waiting around, you'll enjoy these benefits from day one.

Feeling insatiably curious about this role? Apply as soon as you can. 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 strive to create positive experiences for our millions of customers and our purpose, ‘Making You Happier About Money’, underpins everything we do. We believe in doing banking differently, innovating and working together to 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

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.