BI Customer Experience Manager

London - West

Location: Hammersmith


(BI) Business Intelligence Customer Experience Manager
Hammersmith, London
Competitive salary, plus up to 15% performance related bonus + amazing benefits

Virgin Media is transforming its Business Intelligence capability, building a strong central function to fuel our growth agenda with high-quality performance insight. We are building new tools and outputs and implementing new ways of working to ensure that we help and challenge the business to make the right commercial decisions. If you want to come and shake things up here and help us define what the future of Business Intelligence looks like, then we want to hear from you. We are a fast growing team, full of passion and drive to succeed. Sound exciting? Then read on to find out more…

The role

You’ll be taking ownership of the continued development and implementation of our customer experience framework and reporting across Virgin Media and the Liberty Global Group.

Building upon your reporting knowledge, you’ll design innovative weekly and monthly reports to display our customer experience/ NPS results. You’ll then be tasked with highlighting key trends and areas for development, and feed this back into the relevant business departments and managers. You’ll also support the presentation of reporting, insight and strategic recommendations to the CEO, CFO and executives on customer experience metrics.

You’ll have ownership of the timely reporting solutions that will support the key strategic decisions made by our leadership team that will shape the way in which Virgin Media operate. With this in mind you’ll settle for nothing less than 100% accuracy.

About you

You’ll already have a strong track record in driving improvement through well designed and accurate customer experience reporting. Customer experience will be at the heart of everything you do and you’ll be a vocal advocate holding the focus on customer experience throughout Virgin Media.

A confident and influential communicator, you’ll be well versed in engaging with all levels of the organisation. A commercially astute storyteller you will be comfortable discussing the return on investment of an approach, and able to deliver your messages to suit your audience.

You’ll also be a driver of change relishing the opportunity to leverage your strong technical background combined with your ability to understand the commercial and strategic perspective.

Essential knowledge, Experience and Skills

In addition to all of the skills and experience we’ve mentioned thus far, we’re also looking for an individual with…

* Proven experience in a business intelligence/ customer experience role within a large organisation or research/analytics organisation dealing with senior leaders and managers on a regular basis so strong stakeholder management skills is a must

* Experience in customer metrics and NPS reporting with a BI background,

* Experience of SQL a must

* Experience using Qlik would be preferable

* Highly numerate with strong Microsoft skills (Especially Excel VBA)

* Strong attention to detail with zero tolerance for errors, resilient with the ability overcome problems and barriers

Join and you’ll be part of the Virgin Media family. You can trust us to do the right thing by you. We’re a great place to work - and we offer impressive benefits too. Get ready for a family friendly & flexible working environment where you’ll receive a generous holiday allowance, contributory pension and, of course, discounts on our fantastic mobile, broadband and cable.

What are you waiting for? Click apply now to start your Virgin Media journey.

Consideration will also be given to applications made for part-time or flexible working hours

We are proud to work with Everywoman to champion the advancement of women in business, and through our partnership with Scope to help one million disabled people get into and stay in work by the end of 2020. We strive to build a diverse and sustainable workforce where gender balance and parity are integral features of our workplace, and where disabled candidates and employees can confidently perform to their full potential through our Work with Me adjustment process. If you are thinking about applying for a job with us and have a condition or impairment that could impact your performance we’ll be happy to work with you to explore adjustment option