Working as a Benefit Realisation Lead, you will be a tracking expert who will own the Value Tracking and Business Cases for CI. You will be responsible for value identification and validation, as well as baselining, tracking and reporting on the benefit status of the Improvement portfolio. The Benefit Realisation Lead will engage with our Central Value Creation Office and set principles for business casing for our CI squads. They manage full business cases for CI as a function. The Benefit Realisation Lead engages with finance, reports to SLT, and works with Insight Leads on delivery of OKRs.
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
1. In-depth understanding of telecommunications industry trends and customer contact centre operations.
2. Ability to use Tableau and other visualisation tools to design and build benefits tracking framework
3. Familiarity with customer experience best practices and methodologies, including omnichannel, AI, automation, and self-service tools.
4. Awareness of converged contact centre technologies, such as cloud-based platforms, CRM systems, and workforce management solutions.
5. Knowledge of IT infrastructure and integration requirements for large-scale technical transformations.
The other stuff we are looking for
You will be carrying out the key responsibilities:
6. Establish VCO principles within CI. Including ownership of tracking documents, ensuring value requirements are met at each stage gate and that initiative tracking follows control / base lining principles.
7. Own central business cases for the CI Function and supports Insights analysts in creation of individual business cases at a initiative / squad level.
8. Design and build benefit tracking dashboards using Tableau, for Value reporting
9. Support Value Hunters and Data Analysts in managing and value-tracking. Responsible for QA of squad level outputs.
10. Work closely with transformation VCO, feeding CI value / insights into the central team.
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.