Senior Customer Journey Analytics Manager Part Time

Virgin Money
Business Unit: Customer Experience, Service Design
Salary Range: Up to £77,400 per annum DOE + red-hot benefitsGet ready to Live a Life More VirginIt’s an exciting time at Virgin Money as we build a Centre of Excellence in our Customer Operations and Transformation office to lead the way in exploring and adopting new technology tools, techniques, or practices in Service Design. We’re on an exciting journey, and we’ve got big plans for the future. It’s a fun and fast-paced place to be, and we want you to help take us to the next level.We are looking for a talented, forward-thinking senior leader to create and lead a team of analytical and insight specialists who will establish critical customer journey analysis and understanding to support Service Design practices and customer journey performance management across Service Operations.What you’ll be doing

• Creating a centralised source of customer journey data to enable real-time analysis of servicing journey performance
• Translating insight into solutions and actionable activity that Service Designers / Owners can use in materiality assessments to inform effective prioritisation of required improvements
• Establishing tracking of changes and improvements made to journeys – resulting in critical input into resource planning and forecasting models
• Leading, coaching and developing an awesome team of insight and analytics specialists to think differently about data and how it can be translated across customer journeys to develop rich understanding of customer outcomes
• Supporting key strategic bank initiatives focused on customer outcomes and experience, presenting to and influencing senior level stakeholders both from across the bank and externally
• Leading the creation of predictive analysis models based on journey and service performance
• Working closely with 3rd parties, you’ll ensure our journey in