Summary
Location: London
Job Family: Commercial
Job Type: Full Time
Posted Date: 22-Apr-2026
We are seeking a highly analytical, organised and detail-oriented Planning & Demand Specialist/Business Analyst to join our Customer Planning & Demand team. This role will shape how we plan, prioritise, and deliver customer communications across channels, ensuring timely, relevant interactions aligned to business goals. The successful candidate will combine strong analytical skills with commercial acumen and customer‑first thinking to optimise contact strategy, reduce friction, and enhance customer experience while managing varying priorities between stakeholders and lifecycle squads.
Must Haves
* Proven experience in a Business Analyst, Customer Strategy, Comms Planning, or CRM/Marketing Ops role
* Strong analytical and problem‑solving skills, with ability to translate data into actionable insight
* Experience working with customer communication platforms (e.g., Pega, Unica, SalesForce, Braze) or planning tools (Jira experience a plus)
* Excellent stakeholder management and communication skills
* Familiarity with customer lifecycle and omnichannel comms strategy
Additional Skills
* Analyse customer journeys and comms performance to identify gaps, overlaps, and optimisation opportunities
* Provide insight into customer engagement and response trends to influence planning decisions
* Work closely with CRM Lifecycle, Product, and Operations teams to align comms planning with campaign activity and customer experience objectives
* Contribute to evolving the comms planning framework, processes, and tools to improve transparency and efficiency
* Support the development and management of the upper funnel customer communications front door and quarterly planning process, and lower funnel deployment calendar – ensuring visibility and transparency of all briefs received and scheduled
Benefits
Bupa healthcare, wellbeing support, life cover, pension and generous holiday – plus birthday off. Optional electric vehicle lease and Cycle2Work schemes, dental insurance, neurodiversity assessments, discounts on broadband, TV and mobile. Access to the Virgin Family platform and the O₂ Priority app, exclusive rewards and events.
Equal Opportunity Statement
Virgin Media O₂ is an equal opportunities employer and we work hard to remove bias and barriers. We want every person who joins us – and everyone thinking about joining us – to feel seen, heard and supported.
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