Customer Engagement Specialist

2022 - Chief Operating Office; London; Hybrid; GBP 45,000 - 56,000; Full time

Job summary

A leading financial services provider seeks to enhance its Unsecured Lending Strategy. The role involves collaboration with multiple teams to drive customer engagement and provide analytical insights through effective campaign management. Candidates should possess strong analytical skills, previous experience in customer strategies, and excellent communication abilities. Join us to impact customer experience and improve retention in a dynamic environment.

Benefits

Generous holidays - 38.5 days annual leave

Up to five extra paid well-being days per year

20 weeks paid family leave for parents

Market-leading pension

Free private medical cover

Flexible benefits including wellness assessments

Qualifications

• Strong analytical skills with proficiency in SAS and SQL.
• Experience in developing customer strategies and campaigns.
• Ability to influence senior stakeholders with effective communication.

Responsibilities

• Support targeted customer campaigns driving engagement and retention.
• Utilize analytics for growth opportunities and pricing strategies.
• Collaborate across departments to ensure campaign success.

Skills

Analytical Skills

Communication

Stakeholder Management

Commercial Acumen

Education

Degree in a related field

Tools

SAS

SQL

Microsoft Office

Job description

Business Unit: Unsecured Lending
Salary Range:£45,600 - £56,000 per annum DOE+ benefits
Location: Hybrid with occasional travel to a hub
Contract Type: Permanent

Our Team

The Strategy team is at the heart of driving commercial performance and customer value across our Unsecured Existing Customer portfolios. We lead the design and execution of data-driven strategies that deepen customer engagement, optimise credit performance, and unlock sustainable growth. From stimulating card activity, to limit management and persistent debt solutions, we focus on delivering measurable outcomes that enhance profitability and customer experience. By balancing risk and reward, and leveraging advanced segmentation and analytics, we identify and act on opportunities that fuel business success. Our work is fast-paced, collaborative, and focused on innovation that delivers real impact.

What you’ll be doing

• Supporting the design and execution of targeted customer campaignsthat drive engagement, retention, and commercial value across the unsecured lending portfolio.
• Using advanced analytics and segmentation to identify opportunities for growth, optimise pricing strategies, and enhance customer outcomes.
• Applying commercial acumen to ensure strategies deliver measurable financial benefits, including balance growth and margin improvement.
• Collaborating cross-functionally with Marketing, Operations, Digital and Risk teams to ensure campaigns are effective, efficient, compliant and aligned with business objectives.
• Have curious, creative & commercial mindset, ideally with an understanding of Profit & Loss drivers within unsecured lending, including Credit Cards.
• Innovating & developing existing customer relationship management activities, across a range of engagement channels in a data & insight led approach.
• Providing actionable insights and recommendations to senior stakeholders, influencing decision-making through clear, concise communication.
• Representing the team in key governance forums, ensuring strategic alignment and robust challenge where needed.
• Championing a culture of continuous improvement and customer-centric thinking within the team and wider business.

We need you to have

• Strong analytical skills and high proficiency in SAS/SQL and Microsoft Office.
• Proven experience in developing and executing customer relationship strategies & campaigns, with a commercial lens.
• Excellent communication and stakeholder management skills, with the ability to influence at senior levels.
• A deep understanding of data structures and the commercial levers that drive portfolio performance.
• Ability to manage multiple priorities in a dynamic environment, supporting and mentoring junior team members.
• A collaborative mindset with a track record of delivering change and innovation through cross-functional teamwork.

It’s a bonus if you have but not essential

• Knowledge of the legal and regulatory landscape
• Familiarity with Finance and Profit & Loss

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.

If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible.

Say hello to Virgin Money

Virgin Money is so much more than just a bank. As part of theNationwide group,together we're the UK's first full-service mutual bank serving millions of retail and business customers and all driven by our purpose; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider.

Be yourself at Virgin Money

At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society.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 [e-mail]

Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants.

Now the legal bit
Although some of our roles allow you to be based anywhere in the UK, 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.