Senior Manager Risk Customer Experience in Reading

Working as a Senior Manager in Risk Customer Experience, you will be responsible for shaping and driving the customer excellence strategy within the Credit Risk function. This role ensures that fraud, credit risk and collections processes protect the business from financial risk while delivering a seamless, fair, and positive experience for customers. Working at the intersection of risk management, customer journey design, and operational performance, the role will lead initiatives that balance commercial objectives with regulatory compliance and customer satisfaction.

Working in partnership with senior members of our Commercial team, Brand/Customer trust groups, Compliance and the wider Operations function, this role will ensure demonstrable delivery against our commitment to customer trust and customer obsession:

• Meeting our FCA and Consumer Duty Outcome commitments
• Identifying opportunities to simplify and enhance our customer journeys
• Reducing the impact of complaints and call volumes attributable to Credit Risk

We are a flexible-first organisation, because we know people do their best work when they have choice and clarity. To support meaningful collaboration, we ask everyone to spend at least eight days each month connecting in person. That doesn’t just mean time in the office, it could be team meetings, offsites, volunteering days, cross-functional projects, or away days - anywhere meaningful collaboration happens. What matters is making those moments purposeful, so when we come together, it really counts.

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:

• Strong understanding of and tenured experience operating within credit risk
• Knowledge of the customer lifecycle and touchpoints through the various credit risk journeys from onboarding through to collections management
• Deep understanding of customer journey design and continuous improvement methodologies.
• Highly resilient, growth mindset, embracing a fail-fast and test, learn, optimise approach to driving change
• Strong stakeholder management and influencing skills, able to gain buy-in across executive, operational, and regulatory audiences

The other stuff we are looking for:

• Define and embed a customer excellence vision within the Credit Risk function, aligning to wider business and regulatory priorities.
• Oversee the design and continuous improvement of credit-related customer journeys (onboarding, billing, collections, debt recovery)
• Build and lead a high-performing team that champions customer excellence within Credit Risk
• Working with the AI team, build innovative technology enhancements to streamline journeys and reduce the opex pressures related to change.
• Establish and track customer outcome metrics (e.g., resolution rates, complaints, satisfaction scores) within credit operations

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.

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 assessment.

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.