Customer Journey Analytics Manager
Customer Journey Analytics Manager
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Job Description
Business Unit:Service Design COO
Salary range: 45600 circa 57000 per annum
Location:Hybrid with some occasional travel to our key hubs Glasgow or Gosforth
Contract Type: Permanent
Our team
Were building something bold a more joinedup view of how customer journeys work and how they can be improved through smart meaningful insight. If youre passionate about turning data into action and love the idea of shaping how analytics supports customerfirst design then wed love to have you on the journey with us.
Were looking for a forwardthinking insightled 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. Youll work closely with Service Design Operations and Technology to drive better experiences across the bank.
What youll 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 injourney 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 stakeholderready outputs
- Representing the team and its work at senior forums bringing data to life for decisionmakers
- Championing analytics best practice and predictive modelling to support planning forecasting and longterm 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 crossskilled 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 parttime)plus the option to buy more.
- Up to five extra paid wellbeing days per year.
- 20 weeks paid genderneutral family leave (52 weeks in total) for expectant parents and those looking to adopt.
- Marketleading pension.
- Free private medical cover income protection and life assurance.
- Flexible benefits include Cycle to Work wellness and health assessments and critical illness.
And theres no waiting around youll enjoy these benefits from day one.
Feeling insatiably curious about this roleIf were 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
Were making great strides towards achieving our ambition of becoming the UKs best digital bank. As a fullservice digital bank with a heritage stretching back over 180 years were a workforce to be reckoned with and were putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in peoples lives. Were customerobsessed and work tirelessly to deliver on our purpose Making You Happier About Money. This means were able to do banking differently and by innovating and working together we can make a real difference by creating memorable moments and redhot 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. Were committed to creating an inclusive culture where colleagues feel safe and inspired to contribute speak up and be heard.
As a Disability Confident Leader were committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application contact our Talent Acquisition team
Its important to note that there may be occasions where its 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 highvolume of applications we may need to limit the overall numbers of interviews offered to both disabled and nondisabled 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 well need you to confirm you have the right to work in the UK.
If youre 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 preemployment checks well ask for six years of regulatory references and once in the role youll be subject to periodic employment checks.
Required Experience:
Manager
Employment Type
Full-Time
