Service Strategy Manager

Business Unit: COO, Products & Channels
Career Direction: Digitising our Future
Role Focus: Digital InnovationPeer Group: Management and Senior Specialists (B)
Salary range: £59,200 - £88,800 per annum
Location:  UK Remote - With occasional travel to local hub -London, Leeds, Gosforth, Glasgow, Edinburgh
Contract type: Permanent  

Our Team

Virgin Money is two years into an exciting transformation journey. We’ve successfully established a Customer Service Design Centre of Excellence (CoE) within CIO Products and Channels (COO), embedding design thinking and customer-centricity into how we shape experiences. Now, we’re ready to take the next leap, expanding our strategic design capability across the organisation and maturing our approach to digital operational excellence. It’s a fun and fast-paced place to be, and we want you to help take us to the next level. 

This is a critical leadership role supporting the Customer Service Design Leadership Team in scaling the CoE’s impact, embedding strategic journey design principles across Virgin Money, and enabling the next phase of transformation. You’ll play a key role in shaping how we evolve our operating model, with a focus on future-state design, systems thinking, and enterprise-wide capability building. Your expertise will guide our strategic decisions, spark innovation, and ensure that we always prioritise our customer’s needs in the services we offer now and in the future.

What you’ll be doing

• Lead the strategic expansion of the Design Centre of Excellence, embedding design-led thinking across business units and functions
• Develop and evolve a strategic design roadmap that aligns with Virgin Money’s transformation goals, enabling improved customer outcomes, operational efficiency, and growth
• Collaborate with cross-functional teams to integrate design principles into product, service, and operational strategies
• Conduct market scanning and horizon scanning to identify emerging trends, technologies, and practices that can inform our strategic direction
• Support the development of future-state operating models, including implications for processes, systems, and technology, ensuring readiness for upcoming transformation initiatives
• Play a key role in maturing our approach to digital operational excellence, with a strong focus on ways of working to optimise digital journeys and enabling scalable transformation across the organisation
• Prepare compelling business cases and strategic narratives for executive leadership, championing customer-centric design as a driver of value
• Contribute to board-level and leadership team materials, distilling complex insight into actionable recommendations

We need you to have

• A strong consulting strategy background for design, customer experience, or transformation projects, with a proven ability to strategically align these with enterprise-level goals
• Proven success in mobilising, scaling and embedding new capabilities into business strategy
• Experience shaping future-state operating models and translating strategy into execution
• Ability to navigate ambiguity and influence across a complex cross-functional stakeholder landscape
• Excellent communication and storytelling skills, with an ability to turn insight into impact and creating alignment on where change is needed
• Strong track record of agile execution and delivering measurable change at pace in line with strategic priorities
• Bachelor’s Degree required (discipline open), MBA or other strategic training preferred  

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

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.

Points to Note:  It’s a good idea to let your current people leader know if you are going to apply for an internal role, so they can support your application, we always recommend you share your plans with them.
If you’re interested in this opportunity, we recommend that you get in touch with Kiki Sehmi (kiki.sehmi@virginmoney.com) who’ll be able to tell you all about the role which will help you make a great application.

Now the legal bit

Please note that some of our legacy contracts are non-flexible therefore, if you move to a new role or make a change to your existing terms, you’ll move onto our standard flexible contract, 8am - 8pm.

If you successfully secure a new role, the salary and notice period you'll be offered will be in line with our reward and policy guidance. Not sure what this would mean for you, and want to know more? Contact Talent Acquisition, careers@virginmoney.com or feel free to start a conversation with HaRi our new HR Virtual Agent on MS Teams to help with your questions.