Continous Improvement Insight Analyst

Summary

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Location Birmingham, Manchester, Sheffield Job Family Corporate Functions Job Type Full Time Posted Date 04-Jun-2025

Working as a Continuous Improvement Insights Analyst, you will be  responsible for the creation of insights and analysis to support squad in initiative delivery. You will  work closely and collaboratively with the Data Lead on new opportunity identification, and with the VCO lead on value tracking. Additionally, you  will support the Value Hunter in business casing.

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

• At least 1-2 years of experience in the telecommunications industry, with a preferred focus on customer contact and service operations.
• Proven experience working with significant continuous improvement projects within a contact environment.
• Previous experience working with cross-functional teams and working with IT, operations, and customer service teams to implement change.
• Experience with customer experience improvement initiatives and applying emerging technologies to drive operational success.
• Background in managing relationships with external vendors and technology partners

The other stuff we are looking for

You will be carrying out the following key responsibilities:

• Own creation of dashboards for the squad to be used in initiative scoping as well as in trial reporting / value tracking
• Analysis (excel etc) of other data sources (ops data etc) to support squad activitie
• Familiarity with customer experience best practices and methodologies, including omnichannel, AI, automation, and self-service tools.
• Work with insights lead on any new data requirements to be submitted to data democ
• Supporting the VCO Lead and Value hunter in creation and management of business cases. Including tracking of trial / scale initiatives against these.

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 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.

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