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- Tasks: Lead customer experience transformation and digital channel adoption at Virgin Media O2.
- Company: Join the UK's fastest broadband network and a top mobile brand, Virgin Media O2.
- Benefits: Enjoy a comprehensive reward package with flexible benefits for you and your loved ones.
- Why this job: Shape the future of customer experience in a diverse, inclusive culture that values your input.
- Qualifications: Experience in customer experience roles and strong relationship-building skills are essential.
- Other info: Applications are reviewed continuously, so apply early to secure your chance!
The predicted salary is between 40000 - 52000 £ per year.
Join to apply for the Senior TCX Lifecycle Manager role at Virgin Media O2 3 days ago Be among the first 25 applicants Join to apply for the Senior TCX Lifecycle Manager role at Virgin Media O2 Get AI-powered advice on this job and more exclusive features. Summary Location London Job Type Full Time Posted Date 10-Jun-2025 Ref # 66620 Join Us as a Senior TCX Lifecycle Manager We\’re looking for a Senior TCX Lifecycle Manager to lead the charge in transforming our customer experience and accelerating digital channel adoption across the customer journey. This pivotal role will own key lifecycle stages—one focused on ‘Onboard’ and ‘Use’, the other on ‘Grow’ and ‘Continue’—and drive strategic improvements that make a real difference for our customers and our business. You’ll work cross-functionally across the TCX Guild and vertical teams to design and deliver end-to-end (E2E) plans that enhance how we engage with customers. By aligning teams and clarifying priorities, you’ll ensure we’re all pulling in the same direction—moving from siloed efforts to a truly joined-up, customer-first approach. If you\’re results-driven, customer-focused, and experienced in navigating complex, matrixed environments, this is your opportunity to shape the future of customer experience at VMO2. Who we are The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK\’s biggest companies too. Diverse, high performing teams – jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions. Together, we are Virgin Media O2, and we can\’t wait to see what you can do. Accessible, inclusive and equitable for all Virgin Media O2 is an equal opportunities employer and we\’re working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us. The must haves In order to be considered, you must have the following experience; Experience in commercial or channel operations. Significant experience in a customer experience role with a proven track record of delivering improvements. Strong commercial and customer-focused approach, with practical judgement and examples of driving growth or profitability. Experience working in a matrix delivery organisation, with a proven ability to manage complex relationships across multiple channels. The other stuff we are looking for We\’d also love you to bring; Exceptional interpersonal and relationship-building skills, vital for cross-functional work and collaborating with teams. Program management and planning skills, to lead E2E lifecycle initiatives and deliver against customer experience and digital critical metrics. Analytical and data-driven approach, with the ability to collaborate closely with data/insight teams and interpret customer experience metrics. Innovative thinking, to drive fresh ideas into the guild that enhance customer experience and promote digital channel shift. What\’s in it for you Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world. Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way. Next steps If we feel like a place where you can belong, we\’d love to learn more about you as a person and your experience to date. Once you\’ve submitted an application the next steps of the process, if successful, are likely to include a competency based interview. When you apply, you\’ll be asked about any adjustments you might need to support the recruitment process. Let us know, and we\’ll be sure to discuss it with you. Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed. Thanks for your patience and for showing an interest in joining the Virgin Media O2 family. Seniority level Seniority level Mid-Senior level Employment type Employment type Full-time Job function Job function Other Industries Telecommunications Referrals increase your chances of interviewing at Virgin Media O2 by 2x Get notified about new Senior Manager jobs in London, England, United Kingdom . 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Senior TCX Lifecycle Manager employer: Virgin Media O2
Contact Detail:
Virgin Media O2 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior TCX Lifecycle Manager
✨Tip Number 1
Familiarise yourself with Virgin Media O2's customer experience strategies. Understanding their approach to customer engagement will help you align your ideas and demonstrate how you can contribute to their goals during discussions.
✨Tip Number 2
Network with current or former employees of Virgin Media O2 on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the Senior TCX Lifecycle Manager role.
✨Tip Number 3
Prepare specific examples of how you've successfully managed cross-functional teams in previous roles. Highlighting your ability to navigate complex relationships will be crucial, as this role requires collaboration across various departments.
✨Tip Number 4
Stay updated on the latest trends in customer experience and digital channel adoption. Being able to discuss innovative ideas and industry best practices will showcase your proactive approach and commitment to enhancing customer journeys.
We think you need these skills to ace Senior TCX Lifecycle Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in commercial or channel operations, as well as any significant achievements in customer experience roles. Use specific examples that demonstrate your ability to drive growth and profitability.
Craft a Compelling Cover Letter: In your cover letter, express your passion for transforming customer experiences and detail how your skills align with the role's requirements. Mention your experience in matrix delivery organisations and your ability to manage complex relationships.
Showcase Analytical Skills: Highlight your analytical and data-driven approach in both your CV and cover letter. Provide examples of how you've collaborated with data teams to interpret customer experience metrics and implement improvements.
Prepare for Competency-Based Questions: Since the interview process may include competency-based questions, think about specific situations where you've demonstrated exceptional interpersonal skills, innovative thinking, and program management abilities. Prepare concise stories that showcase these skills.
How to prepare for a job interview at Virgin Media O2
✨Understand the Customer Journey
Familiarise yourself with the key stages of the customer journey, especially focusing on 'Onboard', 'Use', 'Grow', and 'Continue'. Be prepared to discuss how you can enhance these stages and provide specific examples from your past experience.
✨Showcase Your Cross-Functional Experience
Highlight your ability to work across different teams and departments. Prepare examples that demonstrate your success in managing complex relationships and driving collaborative efforts towards a common goal.
✨Demonstrate Analytical Skills
Be ready to discuss how you've used data to drive decisions in previous roles. Bring examples of how you've interpreted customer experience metrics to implement improvements and achieve results.
✨Innovative Thinking is Key
Think about fresh ideas you can bring to the role that align with Virgin Media O2's customer-first approach. Prepare to share innovative strategies you've implemented in the past that have positively impacted customer experience.
