Priority Strategy & Commercial - Channel Lead

Are you passionate about creating unforgettable customer experiences? In this role, you’ll be at the heart of transforming Priority from O2, the UK’s leading loyalty and rewards program. You’ll champion the voice of our customers and shape how Priority shows up across every channel, from app to in-store, ensuring it feels seamless, exciting, and truly rewarding.

Working with talented teams across Marketing, Digital, Product, Data, and Operations, you’ll design and deliver strategies that make Priority irresistible, whether that’s unlocking early access to the hottest gigs, curating money-can’t-buy experiences, or driving personalised rewards that surprise and delight. You’ll lead research and experimentation to uncover insights, optimise journeys, and keep Priority ahead of the curve.

This is your chance to influence a flagship brand initiative, collaborate with top partners, and make a real impact on how millions of customers experience O2. If you love blending creativity with strategy and thrive on shaping digital and omnichannel experiences that matter, this role is for you.

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too. We put our customers first, making life simpler, smoother, and more joyful. With big ambitions and a brilliant team, we’re building a more connected future for everyone.

Our ways of working

We’re a flexible-first organisation, because we know people do their best work when they have choice and clarity. To support meaningful collaboration, we ask everyone to spend at least eight days each month connecting in person.

That doesn’t just mean time in the office, it could be team meetings, offsites, volunteering days, cross-functional projects, or away days - anywhere meaningful collaboration happens. What matters is making those moments purposeful, so when we come together, it really counts.

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.

In order to be considered, you must have the following experience;

• Vast amount of experience in digital product, customer experience, UX/UI, or customer-led innovation roles in a technology / app environment. Nice to have: Experience working with complex operational environments (e.g. customer service, retail, marketplaces)
• Proven ability to translate customer insights into strategic roadmaps, CX initiatives, or product enhancements and managing research & experimentation plans
• Proven ability to manage complex strategic and digital / operational projects end-to-end and overseeing complex delivery plans
• Strong analytical skills and experience with data-driven decision-making, experimentation, and performance tracking
• Demonstrable commercial acumen and structured problem-solving ability
• Excellent communication and interpersonal skills, with the ability to influence and collaborate at all levels
• Experience managing external agencies and partners to deliver customer facing initiatives
• Strong organisational skills and attention to detail, managing multiple workstreams from concept to delivery.

The other stuff we're looking for

We'd also love you to bring;

• A passion for understanding customers and creating experiences that truly resonate
• A test-and-learn mindset, comfortable designing and interpreting research & experiments
• Strong commercial awareness and the ability to balance customer needs with business objectives
• Exceptional storytelling and presentation skills, with the ability to communicate clearly and concisely
• Highly motivated, collaborative, and comfortable working in a fast-paced, dynamic environment
• Curious, adaptable, and committed to continuous improvement and innovation

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 two stage interview process.

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.