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Location
London
Job Type
Full Time
Posted Date
10-Jun-2025
Ref #
66620
Join Us as a Senior TCX Lifecycle Manager
We're looking for a Senior TCX Lifecycle Manager to lead the charge in transforming our customer experience and accelerating digital channel adoption across the customer journey. This pivotal role will own key lifecycle stages—one focused on ‘Onboard’ and ‘Use’, the other on ‘Grow’ and ‘Continue’—and drive strategic improvements that make a real difference for our customers and our business.
You’ll work cross-functionally across the TCX Guild and vertical teams to design and deliver end-to-end (E2E) plans that enhance how we engage with customers. By aligning teams and clarifying priorities, you’ll ensure we’re all pulling in the same direction—moving from siloed efforts to a truly joined-up, customer-first approach.
If you're results-driven, customer-focused, and experienced in navigating complex, matrixed environments, this is your opportunity to shape the future of customer experience at VMO2.
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 anequal 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
In order to be considered, you must have the following experience;
* Experience in commercial or channel operations.
* Significant experience in a customer experience role with a proven track record of delivering improvements.
* Strong commercial and customer-focused approach, with practical judgement and examples of driving growth or profitability.
* Experience working in a matrix delivery organisation, with a proven ability to manage complex relationships across multiple channels.
The other stuff we are looking for
We'd also love you to bring;
* Exceptional interpersonal and relationship-building skills, vital for cross-functional work and collaborating with teams.
* Program management and planning skills, to lead E2E lifecycle initiatives and deliver against customer experience and digital critical metrics.
* Analytical and data-driven approach, with the ability to collaborate closely with data/insight teams and interpret customer experience metrics.
* Innovative thinking, to drive fresh ideas into the guild that enhance customer experience and promote digital channel shift.
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.
Next steps
If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency based interview.
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.
Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.
Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.
Things move pretty fast around here. New tech, new products, new ideas - and new opportunities for talented people like you.
So, create a tailored job alert and we'll let you know as soon as your dream role's ready for you.
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