Head of Customer Experience Platforms

Business Unit: Chief Data OfficeSalary range: £ CompetitiveLocation: UK Hybrid – Travel to a Virgin Money UK Hub when required.Contract type : Permanent – Full Time
Our TeamWe\’ve An Exciting Opportunity For a Head Of Customer Experience Platforms To Lead In Transforming How We Connect With Our Customers. You\’ll Be Behind Our Customer Data Migration Initiatives, Planning, Executing, And Making Sure Everything Runs Like Clockwork. You\’ll Also Take The Reins On Our Marketing And Customer Communication Technology Platforms, Ensuring They\’re Seamlessly Integrated Across Systems, Platforms, And Business Units. You\’ll Be The Lead For All Things Customer Experience Platforms—bringing Vision, Clarity, And a Whole Lot Of Virgin Flair To Everything You Do.What You\’ll Be Doing

• Lead on customer data migration, delivering strategy that ensures accuracy, integrity, and compliance every step of the way.
• Shape the future of our customer experience platforms, defining a roadmap that aligns with our ambitions and puts customers at the centre.
• Own our marketing tech stack, partnering with digital and marketing teams to deliver personalised, data-driven experiences that truly connect.
• Oversee our customer communication platforms, from email to push notifications, ensuring every message is timely, relevant, and on-brand.
• Collaborating with IT, Data, Marketing, Product, and Customer Success to bring joined up thinking to life.
• Champion data quality and governance, setting the standards and frameworks that keep our insights sharp, and our customers protected.
• Stay ahead of the tech curve, implementing innovative tools while managing vendor relationships to deliver real value.
• Track what matters, defining KPIs and success metrics to measure impact, optimise performance, and drive continuous improvement.

We Need You To Have

• A high level of expertise in business intelligence and insight with a natural flair to analyse complex data sets and derive actionable insights.
• A strong grasp of the latest technologies, reporting techniques, and industry standards in retail banking.
• A strategic and risk-aware mindset, with proven experience in developing and executing data strategies while managing risk and ensuring compliance.
• Superb leadership skills with a track record of building high performing teams as you inspire and lead with purpose.
• Gravitas to communicate and say it straight as you influence and engage at the highest levels.
• Strong governance and ethical oversight, especially in data, AI, and machine learning, ensuring we stay compliant, responsible, and ahead of the curve.
• A track record of managing complex ecosystems, including multiple technologies, vendors, and cross-functional teams across business units.
• A passion for innovation and continuous improvement, always looking for smarter tools, sharper insights, and better ways to serve our customers.

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.
If we\’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.
Say hello to Virgin Money
Virgin Money is so much more than just a bank. As part of the?Nationwide group,?together we\’re the UK\’s first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you\’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.
Be yourself at Virgin Money
At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society. We\’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.? ?
As a Disability Confident Leader, we\’re committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team
Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.
Now the legal bit Although some of our roles allow you to be based anywhere in the UK, we\’ll need you to confirm you have the right to work in the UK.
If you\’re successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years\’ worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks -?we\’ll ask for six years of regulatory references, and once in the role, you\’ll be subject to periodic employment checks.? #J-18808-Ljbffr