Senior Customer Journey Analytics Manager

Business Unit: Customer Experience, Service Design
Salary Range: Up to £77,400 per annum DOE + red-hot benefits

Get ready to Live a Life More Virgin

It's an exciting time at Virgin Money as we build a Centre of Excellence in our Customer Operations and Transformation office to lead the way in exploring and adopting new technology tools, techniques, or practices in Service Design. We're on an exciting journey, and we've got big plans for the future. It's a fun and fast-paced place to be, and we want you to help take us to the next level.

We are looking for a talented, forward-thinking senior leader to create and lead a team of analytical and insight specialists who will establish critical Customer Journey analysis and understanding to support Service Design practices and Customer Journey performance management across Service Operations.

What you'll be doing

• Creating a centralised source of Customer Journey data to enable real-time analysis of servicing journey performance
• Translating insight into solutions and actionable activity that Service Designers / Owners can use in materiality assessments to inform effective prioritisation of required improvements
• Establishing tracking of changes and improvements made to journeys - resulting in critical input into resource planning and forecasting models
• Leading, coaching and developing an awesome team of insight and analytics specialists to think differently about data and how it can be translated across Customer Journeys to develop rich understanding of customer outcomes
• Supporting key strategic bank initiatives focused on customer outcomes and experience, presenting to and influencing senior level stakeholders both from across the bank and externally
• Leading the creation of predictive analysis models based on journey and service performance
• Working closely with 3rd parties, you'll ensure our journey insight activity is in line with industry standards and techniques
• Being passionate in ensuring that your team's skills remain current and forward-thinking, continually seeking new ways to use technology, anticipating market trends and customer behaviours. 

We need you to have

• Proven experience as an Analytics Manager or Data Scientist with a track record of managing high performing teams and leading multiple analytical disciplines.
• A solid background in data analysis and reporting
• Expert knowledge of Excel, R and SQL; familiarity with business intelligence tools (e.g. Tableau, SAS)
• Superb communication skills which you can adapt for varied audiences
• Expert skills in building predictive models and machine-learning algorithms
• Excellent data visualisation skills, with the ability to lead others in compiling, interpreting, and presenting large amounts of information.
• BSc/BA in Computer Science, Statistics, Data Management or a related field  

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

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.