At a Glance
- Tasks: Lead the digital transformation of customer experiences in banking.
- Company: Join Virgin Money, a pioneering digital bank with over 180 years of heritage.
- Benefits: Enjoy 38.5 days holiday, flexible working, and comprehensive health benefits from day one.
- Other info: We're committed to diversity and inclusion, ensuring everyone feels valued and heard.
- Why this job: Be at the forefront of digital innovation, enhancing customer journeys and making a real impact.
- Qualifications: Experience in customer experience improvement and leading change in an Agile environment is essential.
The predicted salary is between 62000 - 95000 £ per year.
An exciting opportunity exists for a Senior Manager to join our Personal Digital Leadership team. In this role you’ll be instrumental in driving excellence across our digital customer journeys for our Personal Current Account and Personal Deposit Products. You will own, evolve and implement the proposition and roadmap for digital servicing, customer experience, and deepening customer value alongside continuous improvement of day to day digital performance. This role covers leadership of our Personal Digital Tribe that develops and maintains our Personal Banking Apps and Internet Banking.
You’ll work with colleagues across the Bank identifying new opportunities to develop the customer journeys and reduce friction in our banking experiences to drive improvements. Feel what customers feel and be part of the team at the very front of our digital experience.
What you’ll be doing:
- Leading the development and execution of a strategic roadmap to digitise service and customer experiences, driving enhanced CX, cost-to-serve and retention and deepening of customer relationships.
- Own and evolve the digital servicing proposition, aligned to PD strategy, setting out the vision, orchestrating the choices and decisions, through to roadmap development and implementation.
- Continuous development & improvement of digital servicing and ‘deepening’ capabilities, informed by digital servicing performance, CX insights, competitor analysis, segmentation and propositional development.
- Scanning externally for new opportunities to develop and enhance the digital ecosystem for PD digital servicing.
- Ensuring all digital servicing journeys are compliant; supporting the identification, management, and resolution of any new risks as they emerge.
- Translating digital strategy into leading change; supporting effective prioritisation of change and execution.
- Delivering increased levels of digital customer engagement and customer lifetime value, from point of acquisition.
We need you to have:
- Expertise in creating, mobilising & delivering improvements in customer experience.
- Strong influencing, collaboration, and communication skills at all levels.
- Ability to translate complex information into a clear and coherent format for control, reporting and decision-making purposes.
- Experience in leading change in an Agile environment.
- Experience of Retail Banking.
It’s a bonus if you have but not essential:
- Experience working in or around IT development and delivery.
- Understanding of Personal Banking processes, product set and commercial drivers.
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 for expectant parents and those looking to adopt.
- Free private medical cover, income protection and life assurance.
- Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness.
If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team.
Living A Life More Virgin allows our colleagues to be based anywhere in the UK, 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.
Senior Manager Digital Service & Engagement in Newcastle upon Tyne employer: Virgin Money
At Virgin Money, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions innovation and inclusivity. With generous benefits such as 38.5 days of annual leave, flexible working options, and a commitment to employee growth, we empower our team members to thrive in their careers while making a meaningful impact in the digital banking landscape. Join us in our mission to redefine banking experiences and enjoy the unique advantage of working in a dynamic hybrid environment across major UK cities.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager Digital Service & Engagement in Newcastle upon Tyne
✨Tip Number 1
Familiarise yourself with the latest trends in digital banking and customer experience. Understanding what’s currently shaping the industry will help you speak confidently about how you can contribute to our digital service and engagement strategies.
✨Tip Number 2
Network with professionals in the digital banking space, especially those who have experience in Agile environments. Engaging with others can provide insights into the role and may even lead to valuable connections within our organisation.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led change initiatives in your previous roles. Highlighting your experience in improving customer journeys will demonstrate your capability to drive excellence in our digital services.
✨Tip Number 4
Showcase your ability to translate complex information into clear strategies. Being able to communicate effectively with various stakeholders is crucial, so think of ways to illustrate this skill during your discussions with us.
We think you need these skills to ace Senior Manager Digital Service & Engagement in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in digital service management and customer engagement. Use keywords from the job description to demonstrate that you understand the role and its requirements.
Craft a Compelling Cover Letter:In your cover letter, express your passion for enhancing customer experiences in digital banking. Share specific examples of how you've successfully led change in an Agile environment and improved customer journeys.
Showcase Your Leadership Skills:Emphasise your ability to lead teams and influence stakeholders. Provide examples of how you've mobilised teams to deliver improvements in customer experience and how you've communicated complex information effectively.
Highlight Relevant Experience:If you have experience in retail banking or IT development, make sure to mention it. Even if it's not essential, it can set you apart from other candidates. Discuss any projects where you contributed to digital transformation.
How to prepare for a job interview at Virgin Money
✨Showcase Your Digital Expertise
Make sure to highlight your experience in digital service and customer engagement. Discuss specific projects where you've successfully improved customer journeys or implemented digital solutions, as this role heavily focuses on enhancing digital experiences.
✨Demonstrate Leadership Skills
Prepare examples that showcase your leadership abilities, especially in an Agile environment. Talk about how you've led teams through change, prioritised tasks, and engaged stakeholders effectively to drive results.
✨Communicate Clearly and Effectively
Since the role requires translating complex information into clear formats, practice explaining your past experiences succinctly. Use the STAR method (Situation, Task, Action, Result) to structure your responses during the interview.
✨Research the Company Culture
Familiarise yourself with Virgin Money's customer-centric culture and values. Be ready to discuss how your personal values align with theirs and how you can contribute to their mission of making customers happier about money.
