Overview
Working as a Senior Manager in Risk Customer Experience, you will be responsible for shaping and driving the customer excellence strategy within the Credit Risk function. This role ensures that fraud, credit risk and collections processes protect the business from financial risk while delivering a seamless, fair, and positive experience for customers.
Key Responsibilities
* Meeting our FCA and Consumer Duty Outcome commitments
* Identifying opportunities to simplify and enhance our customer journeys
* Reducing the impact of complaints and call volumes attributable to Credit Risk
* Define and embed a customer excellence vision within the Credit Risk function, aligning to wider business and regulatory priorities.
* Oversee the design and continuous improvement of credit-related customer journeys (onboarding, billing, collections, debt recovery)
* Build and lead a high‑performing team that champions customer excellence within Credit Risk
* Working with the AI team, build innovative technology enhancements to streamline journeys and reduce opex pressures related to change.
* Establish and track customer outcome metrics (e.g., resolution rates, complaints, satisfaction scores) within credit operations
Qualifications
* Strong understanding of and tenured experience operating within credit risk
* Knowledge of the customer lifecycle and touchpoints through the various credit risk journeys from onboarding through to collections management
* Deep understanding of customer journey design and continuous improvement methodologies
* Highly resilient, growth mindset, embracing a fail‑fast and test, learn, optimise approach to driving change
* Strong stakeholder management and influencing skills, able to gain buy‑in across executive, operational and regulatory audiences
Company Culture
Virgin Media O2 is an equal‑opportunity employer and is committed to removing bias and barriers. We are a flexible‑first organisation, valuing inclusive, equitable collaboration.
Benefits
We offer a competitive reward package and a wealth of benefits designed to support you and your loved ones. Our culture celebrates diversity and empowers everyone to bring their best selves to work.
Application Process
After submitting an application, we may conduct competency‑based assessments and interview throughout the advert period; interviews may be brought forward if needed. The role will be conditional on passing background checks. All roles require a criminal record check and some may need a financial probity check. We encourage all interested applicants to apply as soon as possible, as applications are reviewed continuously.
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