Head of Customer Experience Platforms

2022 – Chief Operating Office

Business Unit: Chief Data Office

Salary range: £ Competitive

Location: UK Hybrid – Travel to a Virgin Money UK Hub when required.

Contract type: Permanent – Full Time

Our team

We have an exciting opportunity for a Head of Customer Experience Platforms to lead in transforming how we connect with our customers. You will oversee our customer data migration initiatives, ensuring smooth planning and execution. Additionally, you will manage our marketing and customer communication technology platforms, ensuring seamless integration across systems, platforms, and business units. You will be the leader for all customer experience platforms-bringing vision, clarity, and Virgin flair to your work.

What you’ll be doing:

• Lead customer data migration, ensuring accuracy, integrity, and compliance.
• Define the future roadmap of our customer experience platforms aligned with business goals and customer needs.
• Manage our marketing technology stack, collaborating with digital and marketing teams to deliver personalized, data-driven experiences.
• Oversee customer communication platforms, ensuring messages are timely, relevant, and on-brand.
• Collaborate with IT, Data, Marketing, Product, and Customer Success teams for integrated solutions.
• Champion data quality and governance, setting standards to protect insights and customer data.
• Implement innovative tools, manage vendor relationships, and stay ahead of technological trends.
• Define KPIs and success metrics to measure impact and drive continuous improvement.

We need you to have:

• Expertise in business intelligence and data analysis with the ability to derive actionable insights from complex data sets.
• Knowledge of the latest technologies, reporting techniques, and industry standards in retail banking.
• A strategic, risk-aware approach with experience in developing data strategies and ensuring compliance.
• Strong leadership skills with a track record of building and inspiring high-performing teams.
• Excellent communication skills to influence and engage at all levels.
• Strong governance and ethical oversight, especially in data, AI, and machine learning.
• Experience managing complex ecosystems involving multiple technologies, vendors, and cross-functional teams.
• A passion for innovation, continuous improvement, and enhancing customer service.

Red Hot Rewards

• 38.5 days annual leave plus options to buy more.
• Up to five extra paid well-being days per year.
• 20 weeks paid, gender-neutral family leave (52 weeks in total).
• Market-leading pension scheme.
• Free private medical cover, income protection, and life assurance.
• Flexible benefits including Cycle to Work, wellness assessments, and critical illness cover.

Benefits start from day one.

If interested, please apply promptly as the advert may close early if we receive high interest.

Say hello to Virgin Money

Virgin Money is more than just a bank. Part of the Nationwide group, we are the UK’s first full-service mutual bank, driven by our purpose: Banking but fairer, more rewarding, and for the good of society. Join us to make a positive impact on customers, communities, and society, and enjoy a collaborative, customer-focused, and enjoyable career journey.

Be yourself at Virgin Money

We celebrate diversity and inclusion, fostering a fun, big-thinking, inclusive culture. We are committed to removing obstacles to inclusion, including through our Disability Confident leadership. If you need adjustments or support with your application, contact our Talent Acquisition team at .

If we receive many applications, we may prioritize candidates whose skills and experience best match the role, while ensuring fair consideration for all.

Legal information

Roles allowing remote work require UK right-to-work confirmation. Successful candidates will undergo checks including credit, criminal record, and references. Roles under the Senior Manager or Certification Regimes require additional regulatory checks.