At a Glance
- Tasks: Enhance customer experiences and resolve issues in a dynamic environment.
- Company: Join Virgin Media O2, the UK's fastest broadband network and a beloved mobile brand.
- Benefits: Enjoy a fantastic reward package with benefits that support you and your loved ones.
- Other info: Be part of a diverse team that values inclusion and personal growth.
- Why this job: Make a real impact by improving customer journeys and building trust.
- Qualifications: Experience in customer experience delivery and strong data analysis skills.
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.
TCX Lifecycle Manager - In-Life 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, collaborative environment. Join us in shaping the future of customer experience while being part of a team that values your authentic self and contributions.
StudySmarter Expert Advice🤫
We think this is how you could land TCX Lifecycle Manager - In-Life
✨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 those competency interviews! Think about your past experiences and how they relate to the role. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your skills effectively.
✨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 serious about joining the Virgin Media O2 family. Good luck!
We think you need these skills to ace TCX Lifecycle Manager - In-Life
Some tips for your application 🫡
Show Your Customer Focus:Make sure to highlight your experience in improving customer journeys. We want to see how you've tackled issues and enhanced support in previous roles, so share those stories!
Be Data-Driven:Since we love using data to make decisions, include examples of how you've used metrics to diagnose problems and drive improvements. This will show us you can turn insights into action!
Keep It Clear and Concise:When writing your application, clarity is key! Use straightforward language and structure your thoughts well. We appreciate clear communication, especially when it comes to complex topics.
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 don’t miss out on any important updates during the process!
How to prepare for a job interview at Virgin Media O2
✨Know Your Customer Journey
Before the interview, take some time to understand the customer journey in detail. Familiarise yourself with how customers interact with the service and where they might face challenges. This will help you demonstrate your strong lifecycle thinking and show that you can bring a customer lens to the role.
✨Data is Your Best Friend
Be prepared to discuss how you've used data to diagnose issues in previous roles. Think of specific examples where you turned insights into actionable outcomes. This will highlight your ability to use metrics for decision-making, which is crucial for the TCX Lifecycle Manager position.
✨Master Stakeholder Management
Since this role involves working across various teams, think about your experiences managing stakeholders. Prepare examples that showcase your communication skills and how you’ve navigated complex environments. This will illustrate your ability to work effectively within a matrix organisation.
✨Embrace Ambiguity
The job description mentions comfort with ambiguity and evolving problem spaces. Reflect on past experiences where you thrived in uncertain situations. Share how you approached these challenges and what strategies you employed to find clarity and solutions.
