Head of Digital Monitoring
4 weeks ago
Search our opportunities to find your fit
Apply now Job no: 085129
Work type: Permanent Full Time
Location: Remote - work from anywhere within the UK
Categories: Technology Operations
Business Unit: Products & Channels
Location: Hybrid – remote working with regular travel to either Glasgow, Newcastle or Manchester hub
Salary range: £ Competitive
Live to inspire change. Live a life more Virgin.
Our Team
Our Products & Channels CIO mission is clear: combine engineering excellence, top-tier delivery practices, and outstanding service design to create superb products and services. We're on a journey to become the UK's best digital bank, focusing on digital customer journeys, engineering excellence, and empowering our people.
The Product & Channels (P&C) team leads client-facing apps and web services, including the migration to a single V-App. We're transforming to enhance collaboration, encourage curiosity, and streamline operations for exceptional customer experiences. With a purpose-driven approach, we're making money happier for our customers, ensuring better security, stability, and performance.
As such, our Head of Digital Monitoring and Analytics plays a vital role in leading the development and execution of digital operational analysis for Products & Channels, with a focus on creating dashboards, identifying journey performance, and promoting engineering excellence. You’ll be essential in supporting data-driven decision-making across P&C and fostering a culture of continuous improvement and innovation within our teams.
What you’ll be doing…
- Lead the development and execution of digital operational analysis for Products and Channels, focusing on the creation of dashboards, identification of journey performance, proactive detection of issues and incidents, and promoting engineering excellence.
- Work with the Head of Tech Controls to create a comprehensive dashboard of all control issues, including incidents, with a central team to govern and monitor.
- Support the creation of engineering excellence dashboards to measure the success of engineering excellence initiatives, such as code quality, deployment frequency, and defect rates.
- Collaborate with relevant stakeholders to design and develop metrics to evaluate the performance of banking products, services, and channels.
- Proactively identify deviations in tolerance levels resulting in failures, broken journeys, increased call volumes, and fallout rates.
- Establish a consistent evaluation process for promptly identifying and addressing broken journeys.
- Define a priority-based roadmap for digital delivery and detail milestones in rollout plan across teams.
- Communicate insights and recommendations to stakeholders and LT, supporting data-driven decision-making across the organization.
- Foster a culture of continuous improvement and innovation within the Digital Monitoring & Analytics team.
- Build a team to meet the necessary demand to support Operational Analysis.
- Effectively manage the costs associated with the delivery and maintenance of technical solutions aligned to value creation.
We need you to have…
- Proven experience of leading dashboard creation and analysis.
- Experience with data management and analytics platforms
- Strong analytical skills with the ability to interpret complex data sets and generate actionable insights.
- Experience in using statistical analysis and data visualization tools such as Power BI.
- Experience in developing and implementing performance measurement frameworks.
- Strong project management skills with the ability to lead initiatives from concept to implementation.
- Familiarity with Agile project management methodology.
- Excellent communication skills to convey complex information to non-technical stakeholders.
- Experience in preparing and delivering presentations to senior management.
- Proven leadership skills with experience in managing and developing a team of data analysts and specialists.
It’s a bonus if you have but not essential
- An understanding of the financial industry, regulatory requirements, and security standards relevant to digital banking.
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
- Free private medical cover, income protection and life assurance
- Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness
- Ability to work anywhere in the UK (where the role allows)
And there's no waiting around, you'll enjoy these benefits from day one.
Feeling insatiably curious about this role? Apply as soon as you can. 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 strive to create positive experiences for our millions of customers and our purpose, ‘Making You Happier About Money’, underpins everything we do. We believe in doing banking differently, innovating and working together to 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.
Advertised: 23 May 2024 GMT Daylight Time
Applications close: 06 Jun 2024 GMT Daylight Time
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