Head of Customer Strategy & Insights

Business Unit: Brand and Marketing

💰: Individual match DOE + red hot benefits 🎁🔥

📍: 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🤝.

🕕Applications Close: 6 Jan 2025 (11.55pm GMT)