TCX Business Analyst

Join Us as a TCX Business Analyst – Championing Seamless Customer Journeys

We’re looking for a talented Total Customer Experience (TCX) Business Analyst to help shape and deliver exceptional, end-to-end customer experiences across our digital, voice, and retail channels. In this pivotal role, you’ll use customer insights and journey data to identify pain points, uncover opportunities, and define what “great” truly looks like at every stage of the customer lifecycle.

Working in agile, cross-functional teams, you’ll collaborate closely with Lifecycle Managers, Product Owners, and our central Data Democratisation team to influence the Channel Strategy. Your work will help prioritise and drive improvements that boost customer happiness and accelerate digital adoption.

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.

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

• Experience as a Business Analyst within a digital, customer experience (CX), or multichannel environment.
• Strong understanding and experience with agile delivery frameworks, such as Scrum or SAFe, ideally within product or delivery squads.
• Advanced analytical and problem-solving skills, with the ability to convert sophisticated data into actionable insights.
• Proficiency with data analysis and visualisation tools, such as SQL, Power BI, or Tableau (preferred but not mandatory).
• Understanding of channel strategy and omnichannel customer experience design.

We'd also love you to bring;

• Strong collaborator engagement and influencing skills, with experience working across data, digital, operations, retail, and tech teams.
• Excellent communication skills, with the ability to simplify and present complex data or topics to diverse audiences.
• Collaborative approach, capable of operating within cross-functional, agile teams and working closely with product owners, lifecycle managers, and data teams.
• Customer-centric focus, ensuring digital solutions align with customer intent and experience standards.
• Experience contributing to the development of tools, dashboards, and processes that improve visibility and drive experience enhancements.

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 an initial screening call with the recruiter followed by a 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.