Customer Experience Insight Analysis Manager

Job Description

Join our CX Performance Measurement & Insight team and play a pivotal role in shaping how we understand and improve the customer experience. In this role, you’ll dive deep into varied data sources, conduct high‑quality analysis, and transform complex information into clear, actionable insights that drive both everyday decisions and long‑term strategic improvements. You’ll be at the heart of measuring customer trust and experience across key journeys, propositions, and campaigns - working closely with research partners, internal teams, and journey squads to ensure we fully understand what matters most to our customers.

You’ll also contribute to strategic deep‑dive projects, benchmarking programmes, and the ongoing development of our insight tools and platforms. Whether you’re evaluating performance metrics, enhancing reporting, or supporting our TCX squads - starting with Onboarding - your work will help us make smarter, more customer‑centric decisions. If you’re passionate about turning data into meaningful impact and want to help shape best‑in‑class CX, this is an exciting opportunity to make a real difference.

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. We put our customers first, making life simpler, smoother, and more joyful. With big ambitions and a brilliant team, we’re building a more connected future for everyone.

Our ways of working

We’re a flexible-first organisation, because we know people do their best work when they have choice and clarity. To support meaningful collaboration, we ask everyone to spend at least eight days each month connecting in person.

That doesn’t just mean time in the office, it could be team meetings, offsites, volunteering days, cross-functional projects, or away days - anywhere meaningful collaboration happens. What matters is making those moments purposeful, so when we come together, it really counts.

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

• Extensive experience handling complex datasets to generate meaningful customer focused insight.
• Able to synthesise information from multiple sources into clear, evidence-based conclusions using a variety of analytical or statistical techniques including but not limited to linear correlation, multi-variant driver analysis, factor analysis etc.
• Strong communication and storytelling capabilities with proven ability in presenting complex insight in simple, business-friendly ways, including to senior leaders.
• Several years of experience working with research data (quant or qual), consumer behaviour and operational performance data.
• Strong in Excel and PowerPoint; with proven experience working with dashboards or visualisation tools
• Proven ability to manage multiple priorities and deliver high-quality outputs at pace.

The other stuff we are looking for

We'd also love you to bring;

• Curiosity, attention to detail and a proactive, self‑starting mindset

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 call from one of our Talent Acquisition Partners.

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.

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