CI Process Mapper

Working as a CI Process Mapper, you will be a specialist resource to support CI squads where detailed process mapping is required.

You will also be responsible for designing, developing and maintaining processes relation to contact operations.

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

• At least 2-3 years of experience in the telecommunications industry, with a focus on customer contact and service operations.
• Proven experience working with significant continuous improvement projects within a contact environment.
• Experience with opportunity identification, scoping, validation and business-casing.
• Previous experience working with cross-functional teams and working with IT, operations, and customer service teams to implement change.
• Experience with customer experience improvement initiatives and applying emerging technologies to drive operational success.

You will be carrying out the key responsibilities:

• Work with Insights Analysts and CI specialists to understand goal of change and current observed challenges in process
• Working with operation to clarify where change required is to existing processes / policies are being followed vs where existing processes/policies are not being adopted
• Detailed process mapping in VISIO (plus additional formats as required by the knowledge team
• Support knowledge team as SME for knowledge article updates
• Identify and collate summary of changes between existing and to be processes

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency based assessment.

When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.