Role Overview
Working as a Risk Projects, Transformation and Innovation Lead, your role will support coordination and optimisation of 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 deliver on commitments, driving customer trust and responsible outcomes.
Responsibilities
* Strong understanding of and hands‑on experience 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 analyse complex information, connect multiple data points quickly and accurately across diverse workstreams, and extract insights that guide decision making.
* Produce monthly governance packs for Fraud, Integrity, Risk Excellence, and CapEx roadmap.
* Support alignment across Fraud, Integrity, Risk Excellence, VMO2 delivery areas, and third‑party workstreams.
* Build strong relationships across the Fraud, Collections, Credit Risk, and Compliance functions to drive coherent and transparent transformation activity.
* Support delivery of Risk responsibilities within the Total Customer Experience (TCX) programme, including mapping end‑to‑end journeys, identifying opportunities for improvement, managing priorities, and coordinating work across the function.
* Contribute to team‑wide initiatives such as employee engagement, communication rhythms, and continuous improvement.
Qualifications
Minimum requirements include a strong background in credit risk and regulated environments, proven experience in customer journey mapping and process improvement, contract and supplier management experience, and analytical skills to pull insights from diverse data sets. Experience in fraud, integrity, and risk excellence contexts is highly valued.
Benefits
Our goal is to celebrate our people and create an inclusive culture that empowers everyone to bring their best selves to work. You will receive a competitive reward package with a range of benefits, designed to support you and your loved ones.
Equal Opportunity Employer
Virgin Media O2 is an equal opportunities employer and is committed to removing bias and barriers for all people and candidates. We encourage candidates to be their authentic selves throughout the application journey.
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