Customer Insight Snr Analyst

Ravelston
4 days ago
Applications closed

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Business Unit: Fraud Service Delivery 
Salary Range: £39,200 - £49,000 per annum DOE + red-hot benefits
Location: UK Remote

Contract Type: Permanent

Be the voice we need. Live a life more Virgin.

Our Team

The world is changing, and so are we. That is why we are a home for the courageous. We reward those who push themselves, but we know you would do it anyway. You are curious, ambitious, and brave. You want to do big things, and we have the roles to make that happen.

We’re looking for a driven and enthusiastic team-player who is ready to make a difference. Within this role, the customer is at the heart of everything you do. You will have the opportunity to improve customer journeys across our fraud service and streamline our operational processes.

What you’ll be doing

Design and communicate reporting tools to lead the delivery of good customer outcomes across the fraud service.

Create and present insights to relay timely and intuitive information to key stakeholders to facilitate decision making.

Identify pain points in fraud journeys and processes to prioritise change and transformation.

Track and analyse the impact of changes, focusing on improving customer satisfaction and increasing operational efficiency,

Use data analytics tools to analyse large datasets and translate this into actionable insights, working closely with Fraud Operations to integrate these into the overall strategy.

Use complaint data and NPS scores to identify recurring patterns and root causes specific to fraud related services.

Regularly engage with stakeholders across Fraud Operations to drive change and maintain momentum.

We need you to have

Experience in a similar analytical role, using data to inform operational decisions, explain performance and make recommendations.

Strong experience in using data analytics tools such as SAS to extract and analyse data.

Strong oral and written communication skills with the ability to articulate complex messages to non-technical colleagues.

In-depth knowledge of voice analytics technology and fraud prevention systems.

Experience in conducting post implementation reviews to support benefit tracking.

Knowledge of fraud operational teams and customer journeys related to fraud.

Experience in translating insight into operational plans for senior stakeholders.

It’s a bonus if you have but not essential

Operational excellence awareness and experience.

Experience in other coding languages such as Python, SQL or R.

Knowledge of fraud typologies within a retail banking environment.

Red Hot Rewards

Generous holidays - 38.5 days annual leave (including bank holidays and prorated if part-time)​plus the option to buy more.

Up to five extra paid well-being days per year​. 

20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt. 

Market-leading pension.

Free private medical cover, income protection and life assurance.

Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. 

And there's no waiting around, you'll enjoy these benefits from day one.

Feeling insatiably curious about this role? If we’re lucky to receive a lot of interest, we may close the advert early and would hate you to miss out.

We're all about helping you Live a Life More Virgin, so happy to talk flexible working with you.

Say hello to Virgin Money
We’re making great strides towards achieving our ambition of becoming the UK’s best digital bank.  As a full-service digital bank with a heritage stretching back over 180 years, we`re a workforce to be reckoned with.  We're putting the full power of our experience behind disruptive ideas that reinvent the role a bank plays in people's lives. We're customer obsessed and work tirelessly to create positive experiences for our millions of customers and deliver on our purpose, ‘Making You Happier About Money.’ Our customer centric culture means that we're able to do banking differently and by innovating and working together we can make a real difference. Join us and Live a Life More Virgin that empowers you with choice and flexibility in how you work.

Be yourself at Virgin Money
Our purpose is to make people happier about money, this means seeing and feeling the world as our customers do by creating a workforce that reflects the rich diversity of our customers and communities.  We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard.  

As a Disability Confident Leader, we're committed to removing any obstacles to inclusion.  If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team

Now the legal bit
Living A Life More Virgin allows our colleagues to be based anywhere in the UK (if the role allows it), but we'll need you to confirm you have the right to work in the UK.

If you're successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years' worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we'll ask for six years of regulatory references, and once in the role, you'll be subject to periodic employment checks

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