Cx Insight Manager

Business Unit:  Brand & Marketing
Salary range: up to circa £53,000 per annum DOE + red-hot benefits
Location:  UK Remote
Contract type: Permanent

Be the voice we need. Live a life more Virgin.

We have an exciting opportunity for a CX Insights Manager to join our customer insights team, supporting on our Customer Experience (CX) measurement programme. Our CX programme provides real-time customer sentiment to a wide range of teams across the business, enabling key stakeholders to understand how when, how and why our customer experience needs to evolve to put customer needs and good outcomes at the heart of all our decision making.

 If you are insatiably curious, have a strong primary quantitative research background, experience in designing and analysing large scale customer experience data, superb project management and leadership skills, attention to detail, and a passion for customer experience then this role would be perfect for you!

What you’ll be doing

• Running and maintaining a suite of CX surveys that provide comprehensive, robust and timely data that is representative of all products, customer journeys and customer cohorts.
•  Analysing CX measurement data alongside third-party research, customer complaints, Trustpilot, and social media to identify root causes and improvement opportunities.
• Ensuring all surveys are compliant from a regulatory and risk perspective and that any breeches are reported, and a clear mitigation plan provided.
• Preparing and delivering regular insight updates at various organizational levels, focusing on key customer experience aspects and business success.
•  Leading regular CX insight reporting, ensuring data quality before circulation, and producing customer sentiment reports for various forums, including board level.
• Documenting and maintaining data processing logic for survey triggers and managing data breaches or processing errors.
• Supporting on the rollout of the CX research program and enabling real-time customer feedback management.
• Working with key stakeholders to ensure close-the-loop activities on customer experiences and influencing the Bank’s strategy on complaint handling.
• Acting as a key contact for CX measurement data, holding regular meetings with senior stakeholders, and attending relevant task forces.
• Research Best Practices: Building best practice approaches in research and embedding the CX Success feedback measurement framework.
• Leading the integration of new technologies and platforms to enhance CX measurement and delivery.
  

We need you to have

• In-depth understanding of customer experience delivery and continuous improvement methodologies.
• Excellent experience in designing, running, and delivering primary quantitative market research projects.
• Strong project management skills.
• Experience in working at pace and under pressure across multiple projects.
• Strong experience in delivering powerful verbal and written presentations, telling data-led stories, and influencing at all levels of organizations.
• Customer-focused with a proven track record and desire to deliver the best possible customer outcome.
• Results-driven and commercially focused, with the ability to analyse data.

It’s a bonus if you have but not essential

• Working knowledge of the Medallia platform
• Understanding of the FCA’s Consumer Duty and what it means for Virgin Money and our customers, including vulnerable customers

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.