At a Glance
- Tasks: Enhance customer experience by resolving issues and providing support.
- Company: Join Virgin Media O2, the UK's fastest broadband network and a beloved mobile brand.
- Benefits: Enjoy a fantastic reward package with benefits for you and your loved ones.
- Other info: Be part of an inclusive culture that celebrates diversity and empowers everyone.
- Why this job: Make a real difference in customers' lives while working in a dynamic environment.
- Qualifications: Experience in customer experience delivery and data-driven decision making.
The predicted salary is between 50000 - 60000 £ per year.
The TCX Lifecycle Manager – In-Life is accountable for improving how customers experience managing their account, resolving issues, and getting support. This role focuses on reducing friction, increasing clarity, and building trust across key in-life moments — particularly when things go wrong. The aim is to ensure customers feel informed, in control, and supported throughout their journey.
Operating within a matrix environment, the role works across Frontline Channels, Product, Digital, Care, Data, and Commercial teams to ensure the customer experience is consistently represented and prioritised within delivery. It brings a strong customer lens into product-led ways of working, helping teams focus on what matters most to customers and where improvements will have the greatest impact.
The must haves
- Delivery of cross-functional customer experience, life cycle or product-led change
- Working within product and digital delivery environments
- Turning customer and performance insight into executed outcomes
- Using data and metrics to shape prioritisation and decision making
- Operating effectively within complex, matrix organisations
The other stuff we are looking for
- Strong lifecycle and customer journey thinking
- Confident using data to diagnose issues and tell a clear performance story
- Highly organised with strong prioritisation and delivery discipline
- Comfortable working with ambiguity and evolving problem spaces
- Effective stakeholder management across senior and multidisciplinary teams
- Clear, concise communication and documentation skills
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 interview with the Hiring Manager.
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.
TCX Lifecycle Manager - In-Life in London employer: Virgin Media O2
At Virgin Media O2, we pride ourselves on being an exceptional employer, fostering a culture that champions diversity, inclusion, and personal growth. Our employees enjoy a comprehensive benefits package designed to support their well-being and work-life balance, alongside opportunities for professional development within a dynamic and collaborative environment. Join us in shaping the future of customer experience while being part of the UK's fastest broadband network and a beloved mobile brand.
StudySmarter Expert Advice🤫
We think this is how you could land TCX Lifecycle Manager - In-Life in London
✨Tip Number 1
Get to know the company inside out! Research Virgin Media O2's values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the competency interview by practising your STAR (Situation, Task, Action, Result) responses. Think about how your past experiences align with the role's requirements, especially around customer experience and data-driven decision making.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and keen to join the Virgin Media O2 family.
We think you need these skills to ace TCX Lifecycle Manager - In-Life in London
Some tips for your application 🫡
Show Your Customer Focus:Make sure to highlight your experience in improving customer journeys and resolving issues. We want to see how you've made a difference in previous roles, especially when it comes to making things easier for customers.
Be Data-Driven:Since we love using data to shape decisions, include examples of how you've used metrics to drive improvements. Show us how you’ve turned insights into actionable outcomes that benefited the customer experience.
Keep It Clear and Concise:When writing your application, clarity is key! Use straightforward language and get to the point. We appreciate well-organised applications that communicate your skills and experiences effectively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Virgin Media O2
✨Know Your Customer Journey
Familiarise yourself with the customer journey and lifecycle management. Be ready to discuss how you can improve customer experiences, especially during challenging moments. Think about specific examples where you've successfully resolved issues or enhanced clarity for customers.
✨Data is Your Best Friend
Prepare to talk about how you've used data to drive decisions in previous roles. Bring examples of how you've turned insights into actionable outcomes. This will show that you understand the importance of metrics in shaping customer experiences.
✨Stakeholder Management Skills
Think about your experience working with diverse teams and stakeholders. Be prepared to share how you've effectively communicated and collaborated across different departments. Highlight any instances where you navigated complex environments to achieve a common goal.
✨Embrace Ambiguity
This role requires comfort with evolving problem spaces. Share examples of how you've thrived in uncertain situations and adapted your approach to meet changing needs. Show that you're proactive and can maintain clarity even when things get tricky.
