Senior Insight Analyst

Location: Newcastle Upon Tyne

Business Unit:
Business Banking Salary range: £43,200- £54,000 per annum

Location:

UK Hybrid - With occasional requirement to meet in Glasgow hub Contract type :
Permanent Our Team Our Business Customer Experience & Insights team is a dynamic, collaborative and fast-growing group focused on improving customer journeys, shaping better digital experiences and enabling data-driven decision-making across the Business Bank. We're passionate about understanding what customers really need, finding friction points and turning insight into meaningful change. With strong momentum behind digital transformation and innovative capabilities already launched for our SME customers, it's an exciting, fast-paced place to be.

We're looking for a proactive, forward-thinking Senior Insights Analyst to help take us to the next level. In this role, you'll use data, research and customer insight to influence digital adoption, enhance customer experience and support key service-improvement initiatives. You'll work across CX, digital, product, tech and operational teams to ensure the Voice of the Customer shapes our priorities and outcomes.

If you love solving problems, simplifying journeys and using insight to drive positive change, you'll thrive in our team. What you'll be doing Performing analysis and providing insight across customer journeys and digital behaviours, helping us understand how business customers use our services and where their pain points or opportunities lie. Supporting the Business CX team with analytical insight, contributing to improvements in digital and service experiences by analysing data from internal sources and external research or benchmarking.

Helping to review and monitor key customer journeys, ensuring they remain compliant, efficient and aligned to policy, process and regulatory expectations, ultimately helping prevent potential customer harms and ensuring fair outcomes. Supporting colleagues across the Business Bank to understand customer experience requirements, policies and procedures so we deliver consistent, customer-centred service. Assisting with the management of CX-related inboxes or shared spaces, helping respond to queries and ensuring stakeholders across the business receive timely insight and guidance.

Supporting BAU analysis and reporting, including the tracking of customer experience outcomes, journey performance, KPIs and internal or regulatory reporting needs. Providing analytical support on ad-hoc priorities, working with Product Managers, CX leads and wider teams to understand issues, shape opportunities and contribute towards delivery of wider team goals. We need you to have Experience working within customer experience, customer journeys, service or contact-centre environments.

Strong analytical skills — able to take messy, imperfect data and turn it into clear, actionable insight. Comfort interpreting both qualitative and quantitative data, including customer comments and behaviour. Ability to present insight using tools such as PowerPoint or Miro. Strong communication skills — able to explain complex ideas simply. A collaborative mindset and ability to work well with multiple stakeholders.

Problem-solving skills and a willingness to explore options and support progress. Experience supporting projects, change activity or continuous improvement work. It's a bonus if you have but not essential Knowledge of business products and/or processes. Experience collaborating and networking with other areas of Virgin Money Experience working with external benchmarking, competitor insight or industry CX research. Red Hot Rewards 25 days holiday per year, increasing over time to 30.

Plus, an option to buy more, giving you even more choice. Private medical insurance A highly competitive pension to help you build a strong foundation for retirement Access to an annual performance-related bonus Training and development to help you progress your career A great selection of additional benefits through our flexible benefits scheme Life assurance to provide peace of mind for you and your loved ones Up to 2 days of paid volunteering a year If we're lucky to receive a lot of…