Summary
Working as a Risk Projects, Transformation and Innovation Lead, your role will be to support in coordinating and optimising Fraud, Credit Risk, and Collections transformation, governance, insights, and cross‑functional alignment. This role will also support oversight of the delivery of our multimillion‑pound CapEx roadmap, ensuring we do what we say we will, when we say we’ll do it, driving customer trust and responsible outcomes. This is an exciting time to join our newly forming team and an opportunity for entrepreneurial types to put their own stamp on the role.
Location
London
Job Family
Corporate Functions
Job Type
Full Time
Posted Date
01-Apr-2026
Reference
72041
Key Responsibilities
* Produce monthly governance packs for the Fraud, Integrity and Risk Excellence CapEx roadmap to enable clear, consistent senior decision‑making and visibility of progress, benefits, and interdependencies. Role model excellence in capturing actions and holding action owners to account.
* Support alignment across Fraud, Integrity and Risk Excellence, VMO2 delivery areas, and 3rd Party workstreams to ensure joined up delivery and shared understanding of priorities and risks.
* Build strong relationships across the wider Fraud, Integrity and Risk Excellence function (Fraud, Collections, Credit Risk, Compliance) to drive coherent and transparent transformation activity – reducing gaps and overlaps.
* Support delivery of Risk responsibilities within the Total Customer Experience (TCX) programme including mapping e2e customer journeys, understanding our contributions, determining opportunities to improve, supporting prioritisation and advocating for our department in the wider TCX programme, coordinating work across our function, understanding complaints activity.
* Contribute to teamwide initiatives – including employee engagement, communication rhythms, and continuous improvement – in order to foster a high performing, connected team culture.
Required Qualifications and Skills
* Strong understanding of, and hands‑on experience of, operating within credit risk and regulated environments.
* Customer journey mapping experience, improvement identification, and evidence of execution.
* Strong customer‑obsessed mindset, with the ability to understand and support improvement of end‑to‑end customer journeys.
* Exposure to contract analysis, supplier management, journey mapping, or project delivery disciplines.
* Proven ability to compose, analyse complex information, connecting multiple data points quickly and accurately across diverse workstreams to extract insights that guide decision‑making.
Additional Qualifications
* Experience in fraud, collections, and/or risk excellence functions is an advantage.
Equal Opportunity Statement
Virgin Media O2 is an equal opportunities employer and we work hard to remove bias and barriers for our people and candidates.
Benefits
Our reward package includes a generous base salary, bonus, pension, and a wide range of benefits designed to support you and your family.
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