Senior Insight Analyst

Business Unit: COO, Customer Services
Salary Range £31,600 – £39,500 DOE + red-hot benefits
Location : Hybrid
Contract Type: Permanent, Full time

External

Live for the weekday. Live a life more Virgin.

Our Team

Sometimes things don’t go as we planned and on occasion can lead to a complaint. A Life More Virgin, well that means understanding what went wrong, then fairly and quickly resolving it. Part of this includes actively ensuring our colleagues across the bank have the insights to take learnings from complaints and make better informed decisions around customer experience. It’s a fast-paced and exciting time to work in a team where there’s plenty of collaboration and engagement with our colleagues. Like all Virgin businesses, we love to challenge the norm, so you’ll need to be comfortable questioning the status quo.

What you’ll be doing

• Harvesting data from source platforms using relevant code and maintaining query builds
• Managing and administering aspects of the complaint applications
• Preparing packs for Leadership Teams and Board of Directors
• Identifying opportunities and risks from data insights and share with relevant business functions
• Supporting complaint handling operations with performance reporting and Governance Team with key metrics
• Building regulatory returns for submission to the Financial Conduct Authority and support the provision of data between the bank and Financial Ombudsman Service

We need you to have

• A head for numbers as you’ll use your superb numerical skills daily, this includes coding (like Power Query)
• Experience in MS Power BI, developing Semantic Models, Data Flows and workspace reporting
• Insatiable curiosity with a logical mindset and approach to problem solving
• Familiar with financial or other data regulation, risk, governance and associated policy
• Good people skills, with the ability to build business relationships with colleagues throughout the bank
• Strong ability to convert complex data into meaningful insight that is understood

It’s a bonus if you have but not essential

• Experience maintaining relations with technology teams, where collaborative support is needed
• Knowledge of Business Objects XI or other reporting application where ownership of query design, build and deployment is standard
• Experience in a complaints function or other operational environment

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.

Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin , so happy to talk flexible working with you.

Say hello to Virgin Money
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank. As a full-service digital bank with a heritage stretching back over 180 years, we`re a workforce to be reckoned with. We're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer obsessed and work tirelessly to create positive experiences for our millions of customers and deliver on our purpose, ‘Making You Happier About Money.’ Our customer centric culture means that we're able to do banking differently and by innovating and working together we can make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.

Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities. 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

Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but 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.