Business Unit: Business Banking
Salary range: £43,200- £54,000 per annum
Location:  UK Hybrid – With occasional requirement to meet in Glasgow hub
Contract type: Permanent

Our Team

Our Business Customer Experience & Insights team is a dynamic, collaborative and fast‑growing group focused on improving customer journeys, shaping better digital experiences and enabling data‑driven decision‑making across the Business Bank. We’re passionate about understanding what customers really need, finding friction points and turning insight into meaningful change. With strong momentum behind digital transformation and innovative capabilities already launched for our SME customers, it’s an exciting, fast‑paced place to be.

We’re looking for a proactive, forward‑thinking Senior Insights Analyst to help take us to the next level. In this role, you’ll use data, research and customer insight to influence digital adoption, enhance customer experience and support key service‑improvement initiatives. You’ll work across CX, digital, product, tech and operational teams to ensure the Voice of the Customer shapes our priorities and outcomes. If you love solving problems, simplifying journeys and using insight to drive positive change, you’ll thrive in our team.

What you’ll be doing

• Performing analysis and providing insight across customer journeys and digital behaviours, helping us understand how business customers use our services and where their pain points or opportunities lie.
• Supporting the Business CX team with analytical insight, contributing to improvements in digital and service experiences by analysing data from internal sources and external research or benchmarking.
• Helping to review and monitor key customer journeys, ensuring they remain compliant, efficient and aligned to policy, process and regulatory expectations, ultimately helping prevent potential customer harms and ensuring fair outcomes.
• Supporting colleagues across the Business Bank to understand customer experience requirements, policies and procedures so we deliver consistent, customer‑centred service.
• Assisting with the management of CX‑related inboxes or shared spaces, helping respond to queries and ensuring stakeholders across the business receive timely insight and guidance.
• Supporting BAU analysis and reporting, including the tracking of customer experience outcomes, journey performance, KPIs and internal or regulatory reporting needs.
• Providing analytical support on ad‑hoc priorities, working with Product Managers, CX leads and wider teams to understand issues, shape opportunities and contribute towards delivery of wider team goals.

We need you to have

• Experience working within customer experience, customer journeys, service or contact‑centre environments.
• Strong analytical skills — able to take messy, imperfect data and turn it into clear, actionable insight.
• Comfort interpreting both qualitative and quantitative data, including customer comments and behaviour.
• Ability to present insight using tools such as PowerPoint or Miro.
• Strong communication skills — able to explain complex ideas simply.
• A collaborative mindset and ability to work well with multiple stakeholders.
• Problem‑solving skills and a willingness to explore options and support progress.
• Experience supporting projects, change activity or continuous improvement work.

It’s a bonus if you have but not essential

• Knowledge of business products and/or processes.
• Experience collaborating and networking with other areas of Virgin Money
• Experience working with external benchmarking, competitor insight or industry CX research.

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.