Business Unit:  Group Retail
Salary range: £54,400 - £68,000 per annum DOE + red-hot benefits
Location:  UK Flexible
Contract type: Permanent

Live up to your potential. Live a life more Virgin.

Our Team

Delivering a fantastic customer experience is one of Virgin Money’s key strategic objectives and as such we have an exciting new opportunity within Personal Banking for a Senior CX Manager.

At a critical stage in our CX journey you’ll be working in a fast-paced environment collaborating with internal and external partners to shape and coordinate a change delivery roadmap focused on driving improvements to our Personal Banking proposition, including both product and customer journey enhancements.

This role sits within the CX & Product Development Team positioned right at the heart of Personal Banking, working with cross-functional teams to develop strategic and tactical change activities to enhance both the customer proposition and experience designed to delight our customers whilst helping to realise our strategic ambitions.

What you’ll be doing

• Demonstrating Great Leadership and being a role model of our Values and Behaviours as you facilitate successful outcomes for the CX & PD Team. You’ll play a critical role in embedding our culture, driving performance and delivering on the Personal Banking CX agenda.
• Identify, assess and recommend innovative product/process enhancements that are focussed on customer need, are value creating and brand enhancing, assisting in leading the approach to ideation and collaboration with key stakeholders across the business.
• Support the development and ongoing production of an internal and external insights framework to develop awareness of new and emerging opportunities and threats, clearly articulating recommended actions and proposition/experience enhancements to senior management.
• Data and insight driven decision making. Ensure all recommendations are based on market, customer and competitor insight to improve the customer proposition / experience whilst adhering to prevailing risk appetite.
• As the ‘product lead’ across a range of initiatives you’ll challenge the status quo and push boundaries to drive the best possible outcomes providing support in the navigation of business change requirements and associated approval processes for new developments /design, developing business cases for the initiatives sponsored by Personal Banking.
• Lead the delivery and implementation of prioritised developments as SME or Product Owner within a change management framework, ensuring the alignment of defined product/process design throughout the implementation process with the identified customer needs and insights.

We need you to have

• Ability to identify and understand business related issues and opportunities applying analytical techniques to define and communicate requirements.
• A strong customer focus and a proven track record of delivering customer centric solutions, motivated and passionate about delivering a best-in-class experience for customers.
• Insatiable curiosity with a desire to challenge the status quo, think outside the box and find new solutions to make Smart Disruption a reality.
• Strong communication skills with the ability to tell a compelling story, persuade, influence and communicate complex messages clearly to all levels across the organisation.
• Exceptional leadership behaviours with the ability to work in a fast-paced environment acting as a champion for change.
• Be a self-starter, well organised and able to work independently and deliver high quality results whilst being adaptable as we navigate towards achieving our strategic objectives.
• Strong stakeholder interaction and communication will be key to success in the role, so you'll need to be experienced in influencing internal and external stakeholders and effectively communicating changes throughout the organisation.

It’s a bonus if you have but not essential

• Product Knowledge – An understanding of the Personal Banking products and services we offer to customers and how they compare across the UK Market.
• Change Management – An understanding of the processes for successful change projects and an idea of Agile Project delivery methodology.
• Experience of collaborating and networking with a range of stakeholders across the bank including identifying, engaging, managing expectations and communicating with confidence.
• Experience working with third parties (inc. Supplier Management).

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.

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, 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.