Customer Insight Senior Analyst

Business Unit: Fraud Service Delivery
Salary range: £39,200 - £49,000 per annum DOE + Benefits
Location:  UK Remote
Contract type: Permanent  

Our Team

The world is changing, and so are we. That is why we are a home for the courageous. We reward those who push themselves, but we know you would do it anyway. You are curious, ambitious, and brave. You want to do big things, and we have the roles to make that happen.

We’re looking for a driven and enthusiastic team-player who is ready to make a difference. Within this role, the customer is at the heart of everything you do. You will have the opportunity to improve customer journeys across our fraud service and streamline our operational processes.

Our focus is on leveraging Microsoft Office products, particularly the Microsoft Power Platform, to rapidly deliver agile solutions that reduce staff workload, optimise data use, and support informed decision-making.

What you’ll be doing

• Create and maintain bespoke workflow and colleague support tools, to improve processes and simplify colleague journeys
• Design and communicate reporting tools to lead the delivery of good customer outcomes across the fraud service.
• Create and present insights to relay timely and intuitive information to key stakeholders to facilitate decision making.
• Identify pain points in fraud journeys and processes to prioritise change and transformation.
• Track and analyse the impact of changes, focusing on improving customer satisfaction and increasing operational efficiency,
• Use data analytics tools to analyse large datasets and translate this into actionable insights, working closely with Fraud Operations to integrate these into the overall strategy.
• Use complaint data and NPS scores to identify recurring patterns and root causes specific to fraud related services.
• Regularly engage with stakeholders across Fraud Operations to drive change and maintain momentum.

We need you to have

• Experience of using tools including Microsoft Power Platforms (PowerBI, PowerAPP etc.) as part of a job role including experience of SharePoint/workflow creation. 
• Strong experience in using data analytics tools such as SAS to extract and analyse data.
• Excellent oral and written communication skills with the ability to articulate complex messages to non-technical colleagues.
• In-depth knowledge of voice analytics technology and fraud prevention systems.
• Experience in conducting post implementation reviews to support benefit tracking.
• Experience and knowledge of operational teams and customer journeys
• Experience in translating insight into operational plans for senior stakeholders.

It’s a bonus if you have but not essential

• Knowledge of fraud operational teams and customer journeys related to fraud.
• Operational excellence awareness and experience.
• Experience in other coding languages such as Python, SQL or R.
• Knowledge of fraud typologies within a retail banking 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. 

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 careers@virginmoney.com

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.