Lead Insight Specialist

Job Description

Business Unit: Customer Experience, Customer Transformation & OperationsSalary range: £36,800 - £51,000 per annumDOE+ red-hot benefitsLocation: Remote - work from anywhere within the UKDont settle for dull. Live a life more Virgin.Our TeamAn amazing opportunity for someone to join our Customer Operations - Performance Insight team, primarily specialising in understanding performance, monitoring trends, strategy, and benchmarking. If you are self-motivated, enthusiastic and ready to make areal difference to a successful and go-getting team then we are looking for you!Youll focus on a variety of Customer Service KPIs, strategy, optimisation, and supporting the Leadership team in achieving business objectives. Youll work with our key stakeholders to understand our performance against the context of internal targetsand the external market, whilst identifying opportunities and supporting the development and execution of our strategies. Youll play a significant role in helping the business deliver against their data, customer service, and cost ambitions.What youll be doing…

• Creating, producing and presenting insights to relay timely and relevant Information/recommendations to key leadership stakeholders to facilitate business decision making and identify key risks and opportunities.
• Handling and interpreting large data sets using statistical and analytical techniques to support the strategic goals of the business.
• Designing and developing predictive tools and models to provide the insight needed for effective forecasting across Customer & Risk Operations.
• Undertaking analysis of industry benchmark, external market, and economic information to provide key insights of current and future banking trends which will help shape the future plans of the Customer Ops team.
• Collaborating with senior management across Customer Ops and the wider business, technical stakeholders in Customer Value, Strategy, Risk, Marketing, Finance, Commercial, and Business Intelligence.
• Chairing performance review forums with key stakeholders, providing good quality and thought-provoking material that turns insight into action.
• Owning and managing end to end action plans ensuring key milestones are achieved.
• Understanding the financial services products and distribution channels, supported by operational knowledge of organisational systems, processes, and the wider organisational data landscape.
• Managing a team of Analysts (1-4 FTE), providing guidance, direction and general performance management in line with the Banks guidelines and principles.

We need you to have…

• Expertise in guiding and contributing to the planning, design, development, and implementation of customer strategies and solutions.
• Proficiency in key Microsoft applications such as Power BI, Teams, Excel, PowerPoint, and Word.
• Strong aptitude for logical data analysis and interpretation, complemented by a solid background in mathematical, statistical, or technical domains through advanced education or extensive professional experience.
• Experience using data to inform commercial and strategic decisions, analyse trends, explain performance, and make recommendations to senior stakeholders in the business.
• Strong oral and written communication and presentation skills, with the ability to convey complex messages and ideas to both technical and non-technical audiences at all levels of the organisation. Gravitas with excellent influencing, engagement, and communicationskills across all levels of the business.
• Understanding of financial services, products and distribution channels, supported by operational knowledge of organisational systems, processes, and the wider organisational data landscape.
• Experience of working in a fast-paced environment with tight deadlines whilst delivering with quality and accuracy.
• Proven work experience utilizing statistical software such as SAS,R, Python, Minitab, or similar analytical tools, combined with demonstrated proficiency in SQL and VBA programming.

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 theres no waiting around, youll enjoy these benefits from day one.Feeling insatiably curious about this roleApply as soon as you can. If were lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.Were all about helping you Live a Life More Virgin, so happy to talk flexible working with you.Say hello to Virgin MoneyWere making great strides towards achieving our ambition of becoming the UKs 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. Were putting the full power of our experiencebehind disruptive ideas that reinvent the role a bank plays in peoples 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 bankingdifferently, 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 MoneyOur 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 wherecolleagues 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