Senior Transformation Analyst

Location - Multiple - Manchester/ Birmingham/ Reading / Paddington/ Sheffield

Working as a Senior Transformation Analyst, your role is critical r in enabling and accelerating transformation within VMO2’s contact operations by harnessing, summarising data to generate actionable insights.

This role is responsible for designing, developing, and maintaining data assets, analytical tools, and performance dashboards to inform decisions on operational changes. You will work closely with strategy, technology, TCX, and data teams to ensure data is effectively leveraged to inform decision-making, monitor progress, and drive continuous improvement across the contact centre transformation agenda

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.

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

• Strong understanding of frameworks, and business intelligence best practices
• Familiarity with contact centre operations, customer experience principles, and digital/AI technologies.
• Working knowledge of cloud data environments, CRM systems, and workforce management tools.
• Experience in analysing large data sets to and summarising key findings tailored to senior audiences, highlighting risks and opportunities.
• Data Analysis & Visualisation: Advanced skills in Excel, SQL, and BI tools (e.g., Tableau, Power BI).
• Storytelling: Experience in analysing large data sets and summarising key findings tailored to senior audiences, highlighting risks and opportunities.

We'd also love you to bring;

• Transformation Insight Development: Identify and evaluate opportunities for transformation through deep analysis of operational, customer, and performance data.
• Background in supporting transformation programs or service improvement projects through data insights
• Data Asset Creation: Build and manage data models, reporting tools, and dashboards (e.g. Tableau, Power BI) that enable strategic monitoring of transformation activities.
• Business Acumen: Understanding of KPIs, customer experience drivers, and operational levers in contact centres. with ability to connect the dots and translate numbers & findings into key challenges or opportunities for stakeholders.
• Cross-functional Collaboration: Work closely with the Strategy, Technology, Operations, and Data Science teams to ensure data assets align with transformation needs and objectives.

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.