Customer and Network Analyst

Function:

Closing Date:

Customer and Network Analyst

The advanced analytics and data science team are on a mission to create digital products that our customers love. We also want to ensure our products deliver to customer expectations and understand where our network falls short of customer expectations.

We’re looking for two customer analysts to join us where you’ll be using big data analysis techniques to understand which parts of our customer journey are driving customer pain. This will be used to form recommendations that directly support commercial decisions and digital product strategy. Success will reduce customer call centre contact rates, improve digital product engagement and drive customer recommendations for Virgin Media products and services.

So that’s what we’re after, but what makes us special?

The telecommunications industry in its current form is pretty uninspiring. But we’re fixated on mixing that up. Our aim is to leave the pack far behind, by delivering some of those once-in-a-lifetime, rocket-to-the-stars ideas that turn the industry and customer expectations on their heads.

And why do we do it? Well, we make no secret of the fact, we want to become the most recommended brand, by our people and our customers. A massive part of that journey is about how we ensure that our forward-thinking people have a working environment in which they can truly belong and thrive. For us, it’s critical that every single person can bring, and be, their whole selves at work, and we’re working hard every day to achieve this.

Tell me more, tell me more…

In role, you’ll proactively use BigQuery to generate a deep understanding of customer behaviour and problems throughout the entire customer journey. Not only will you be required to explore the data; we expect you to provide insights and recommendations to the Digital product Squads to develop solutions to address customer problems you’ll have identified. You’ll take responsibility for improving the quality of your own and the team’s output, through keeping up-to-date with latest technology, techniques and methods – and sharing back to the team.

The must haves:

• Advanced SQL skills essential

• Highly competent in merging, managing, interrogating, and extracting data to supply tailored outputs

• Curious and passionate about using data to solve problems and engages others to see the benefit of your work

• Clear and coherent in communication, both verbal and written, to understand data needs and report results

• Able to visualise and present data with clarity, particularly for less technical audiences

Other stuff we’re looking for:

• Proven practical experience in an analytical role

• You’ll be able to clearly demonstrate how your analysis has been used to deliver tangible commercial benefits

• You’ll be a great storyteller who can make the subject relevant and interesting and will share the passion about our brand and customers.

What’s in it for you?

We know that benefits mean so much more than the ’stuff’ we can give you, so we offer a wide range of support, rewards and tools - all focused on helping you to prioritise what really matters.
All work and no play just isn’t our style! We’re already planning our future ways of working, for when life becomes a little more normal again. We’re constantly evolving our approach to enable you to find a great work life balance.

If you go on to be successful in your application, some of the many benefits include:

• 25 days’ annual leave, plus UK bank holidays.

• A defined contribution pension scheme, run by Fidelity, matched up to 10%.

• Access to wellbeing benefits such as the Unmind App, personal medical cover (which you can opt to upgrade to cover loved ones) and critical illness cover.

• Season ticket loans

• Your birthday off every year, to treat yourself.

• The option to buy and sell up to 5 days leave, to suit your personal needs.

Next steps

If you think you’ve got some amazing skills to offer us, and Virgin Media feels like a place where you can belong, we’d love to learn more about you. Once you’ve submitted an application the next steps of the process, if successful, are likely to include a two-stage interview process including technical and competency assessments.

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.

Thanks for your patience in the meantime and for showing an interest in joining the Virgin Media family.