Customer Care Analyst


Time Type

Full time


Competitive Salary


Amazing Benefits

Close Date


Area of Business

Project Management, Data Insight & Analytics, Delivery, Digital Services, Customer Experience


Hammersmith - Griffin House Hammersmith Road

Job ID 00029801

About the role

Role: Business Analyst
Reports to: Director, Care XSUS Strategy and Value realisation
Location: Remote with the occaisional trip into the Hammersmith (London office)

About the role:
The Business Analyst will be working in the Change Department supporting the Director of Value Realisation (Care and XSUS) to oversee Care’s roadmap and benefit delivery in 2022. You'll act as a central point of contact for Care across important partner teams including Delivery and Data Science (insight/analytics).

Key responsibilities & accountabilities:
•    Create and maintain FCF view of Care area together with Director, working with other directors to produce base case and upside view of all activity that can then be run as a portfolio
•    Rebuild care’s benefits model and manage its transition into Anaplan
•    Set up Care’s cost envelope (working with finance to understand annual spend compared to benefits calculated from the above) to ensure cost-effective delivery, aligned to FCF forecast / to mitigate reduced delivery if necessary
•    Maintain view of actuals vs forecast, working with analytics to ensure accurate and timely reporting and holding the directors to account for their delivery
•    Understand impacts of delays and suggest possible mitigations
•    Own the briefing process for data, working across the team to make prioritisation calls where necessary
•    Work with delivery to understand and unblock dependencies as necessary to enable the delivery of Care’s roadmap

Must haves:
•    Excel modelling – does not require a qualification but should be familiar with building models in Excel / managing the building of models
•    Proficiency with power point – creating clear, concise slides quickly is part of the role
•    Strong written and verbal communication skills with the ability to communicate with all levels of the business
•    Highly organised, self-driven with attention to detail
•    Strong stakeholder management skills

Other Stuff were looking for:
•    Experience in a consultancy is preferable but not mandatory
•    Proactive ‘can do’ attitude with strong hands on approach

What’s in it for you?
We know that benefits mean so much more than the 'stuff' we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.

All work and no play just isn't our style! We're already planning our future ways of working, for when life becomes a little more normal again. We're constantly evolving our approach to enable you to find a great work life balance.

If you go on to be successful in your application, some of the many benefits include:
•    An annual bonus of up to 15%, based on company and personal performance.
•    25 days' annual leave, plus UK bank holidays.
•    A defined contribution pension scheme, run by Fidelity, matched up to 10%.
•    Access to wellbeing benefits such as the Unmind App, personal medical cover (which you can opt to upgrade to cover loved ones) and critical illness cover.
•    Your birthday off every year, to treat yourself.
•    The option to buy and sell up to 5 days leave, to suit your personal need.

Next Steps:
If you think you've got some amazing skills to offer us, and Virgin Media feels like a place where you can belong, we'd love to learn more about you. Once you've submitted an application the next steps of the process, if successful, are likely to include a three-stage process, starting with an introductory conversation with our Value Creation team.

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.

Thanks for your patience in the meantime and for showing an interest in joining the Virgin Media family.

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