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Summary

Location
London, Reading
Job Family
Commercial
Job Type
Full Time
Posted Date
16-Oct-2024

Senior CX Lifecycle Manager will be accountable for driving experience improvements and digital channel shift initiatives across the Total Customer Experience (TCX) area for the lifecycle stages they have ownership of. The lifecycles stages are ‘Onboard’, ‘Use’; ‘Grow’ and ‘Continue’.

They will work collaboratively across with the cross-functional team across the business to create detailed E2E plans and bring them to life for our customers. They will ensure all parts of the business with key customer touchpoints are engaged effectively and that priorities are clear so everyone is pulling in the same direction. Historically our efforts to improve customer experience and enable channel shift have been separate from the teams managing customer touchpoints day in day out and have been quite siloed. The TCX area and this role have the opportunity to create a joined up E2E plan across the business to make our customer’s lives easier and drive digitisation.

Results orientated, customer obsessed and with a background in delivering within a matrix, this role will play a key role across VMO2 in improving the experience our customers have and delivering business benefits through digital channel shift.

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Who we are
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.
The must haves

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

  • Extensive commercial or in channel operations experience within cable, mobile or telecommunications to enable effective balance between channel shift and experience improvements.
  • Background in matrix delivery organisations (either in delivery or business ownership role) and proven ability to manage complex stakeholder relationships.
  • Experience having led a team to deliver to an outcome.
The other stuff we are looking for

We'd also love you to bring;

  • Experience within a digital first organisation
  • Extensive experience within customer experience role and proven ability to deliver improvements.
What's in it for you

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.

Next steps
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 an initial screening call with the recruiter followed by an online psychometric assessment and interview with the hiring manager.
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.
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