Senior Manager Digital Service & Engagement

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.

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.

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.

Say hello to Virgin Money. We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank. 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.’

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.

Now the legal bit: 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.