Job Description - Head of Customer Strategy & Insights
Business Unit: Brand and Marketing Salary Range: Individual match DOE red hot benefits Location: UK Remote with occasional travel required to a hub Live to inspire change. Live a life more Virgin. Our Team The customer strategy and insights team at Virgin Money empowers colleagues across the bank to place customer needs and good outcomes at the heart of all our decision making. The team are responsible for crafting customer-centric growth strategies, anchored in robust and insightful primary and secondary research data. What you?ll be doing As the Head of Customer Insight and Strategy, you will be responsible for a team that bring the voice of the customer to life through the generation and analysis of multiple sources of primary and secondary research data. You?ll use this data to shape customer-centric strategies that underpin all strategic decision making and initiatives across the organisation, collaborating with teams across the business to further our understanding of customer needs, identifying pain points and helping to drive through new customer initiatives. You will be an active member of the Brand & Marketing leadership team, delivering leadership, strategic direction and executional excellence in bringing the Virgin Money brand to life in distinctive and disruptive ways that accelerates acquisition, enhances retention and delivers to enhanced customer and commercial outcomes. We need you to have Be Connected - You?re a strategic thinker, effective leader, opinion former and persuader, able to motivate your team and operate impressively with the most senior people in the organisation and beyond. It will require someone with extensive breadth and depth of experience, who is comfortable owning opportunities and driving business change based on evidence and insight, rather than just reporting results. Grow Trust - You?ll have extensive experience in both qualitative and quantitative research methodologies and a proven track record in developing and implementing customer experience measurement frameworks and roadmaps. You?ll be able to demonstrate examples of how you?ve built trust and confidence in the insights and strategies you?ve developed. Stretch Possibilities - an innovation-led mindset, with a focus on continuous improvement and adoption of new methodologies and approaches. You?ll know how to get the most out of the agencies and teams that you work with. Lead With Purpose - You will provide clarity and direction for the team, so that multiple projects can be efficiently managed and priortised according to align with the wider commercial and customer objectives within Virgin Money. It?s a bonus if you have but not essential Knowledge of customer insights platforms such as Alida, Forsta and Medallia An understanding of data analytics and how it works alongside customer research data 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 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.
