Channel Enablement Analyst

Working as a Channel Enablement Analyst, you will be responsible for understanding & mining the data available in our new contact technologies (primarily AWS) and other data platforms (e.g. Tableau, Qualtrics) to understand why customers have contacted us in the first instance & create a backlog of optimisation enhancements to ensure efficient & effective FTR & reduced contact (where appropriate). Over time the data & insight will be utilised to inform the 3yr Contact Strategy, proposing changes at an intent level to better orchestrate inbound contact

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.

• Passion for technology and good understand of using data
• Naturally curious to investigate caller data and identify opportunities
• Customer Contact background i.e. thorough understanding of customer behaviour in the voice channel 
• Ability to work with data to spot trend, suggest process improvements & follow processes to make improvements
• Data visualisation
• Ability to elicit, capture and prioritise business requirements using a backlog

• Intent mapping review and consolidation of both L2 and L3 intents; to simplify and improve routing and customer journey in the IVR but through insight led decisions.
• Call listening and transcript review to determine customer interpretation of our IVR routing; to enable the reduction of unnecessary call transfers/handoffs and enable a seamless end-to-end customer experience
• Support governance of change implementation and testing of e.g. AB tests completed by the transformation team to ensure that the changes are delivering the desired effect.
• Improve the accuracy of speech recognition for terminology (such as product names and technical words like e-sim) by expanding the vocabulary of Contact Lens’ speech-to-text engine.
• Training Lex bot to recognise and map utterances correctly to the right intents.
• Transcript reviews to identify opportunities to improve AWS interpretation of language to improve NLU in both transcripts and consequently the IVR

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.