Job Description

Summary

Press space or enter keys to toggle section visibility

Location
London
Job Family
Corporate Functions
Job Type
Full Time
Posted Date
01-Apr-2026
Ref #
72041

Working as a Risk Projects, Transformation and Innovation Lead, your role will be to support in coordinating and optimising Fraud, Credit Risk, and Collections transformation, governance, insights, and cross-functional alignment. This role will also support oversight of the delivery of our multimillion-pound CapEx roadmap, ensuring we do what we say we will, when we say we’ll do it, driving customer trust and responsible outcomes. This is an exciting time to join our newly forming team and an opportunity for entrepreneurial types to put their own stamp on the role.

Who we are

The UK’s fastest broadband network. The nation’s best-loved mobile brand. And, one of the UK's biggest companies too. We put our customers first, making life simpler, smoother, and more joyful. With big ambitions and a brilliant team, we’re building a more connected future for everyone.

Our ways of working

We’re a flexible-first organisation, because we know people do their best work when they have choice and clarity. To support meaningful collaboration, we ask everyone to spend at least eight days each month connecting in person.

That doesn’t just mean time in the office, it could be team meetings, offsites, volunteering days, cross-functional projects, or away days - anywhere meaningful collaboration happens. What matters is making those moments purposeful, so when we come together, it really counts.

Accessible, inclusive and equitable for all

Virgin Media O2 is an equal opportunities employer and we're working hard to remove bias and barriers for our people and candidates. So, we build equity and inclusion into everything we do, from the policies we craft to the relationships we shape. We support and encourage you to be your authentic self throughout your application journey with us.

The must haves

• Strong understanding of, and hands on experience of, operating within credit risk and regulated environments
• Customer journey mapping experience, improvement identification, and evidence of execution.
• Strong customer obsessed mindset, with the ability to understand and support improvement of end-to-end customer journeys.
• Exposure to contract analysis, supplier management, journey mapping, or project delivery disciplines.
• Proven ability to not only compose, but also analyse, complex information, connecting multiple data points quickly and accurately across diverse workstreams – to extract insights that guide decision making.

The other stuff we are looking for

• Produce monthly all governance packs for the Fraud, Integrity and Risk Excellence CapEx roadmap in order to enable clear, consistent senior decision-making and visibility of progress, benefits, and interdependencies. Role model excellence in capturing actions and holding action owners to account.
• Support alignment across Fraud, Integrity and Risk Excellence, VMO2 delivery areas, and 3rd Party workstreams to ensure joined up delivery and shared understanding of priorities and risks.
• Build strong relationships across the wider Fraud, Integrity and Risk Excellence function (Fraud, Collections, Credit Risk, Compliance) to drive coherent and transparent transformation activity – reducing gaps and overlaps.
• Support delivery of Risk responsibilities within the Total Customer Experience (TCX) programme including mapping e2e customer journeys, understanding our contributions, determining opportunities to improve, supporting prioritisation and advocating for our department in the wider TCX programme, coordinating work across our function, understanding complaints activity
• Contribute to teamwide initiatives—including employee engagement, communication rhythms, and continuous improvement—in order to foster a high performing, connected team culture.

What's in it for you

Our goal is to celebrate our people, their lives and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each and every day. We believe the most inclusive and diverse culture makes for a better business and a brighter world.

Working at Virgin Media O2, you get a bumper reward package bursting with benefits, and loads of extras you can add if you’d like to. These are designed to support both you and your loved ones, making sure that you’re covered no matter what life throws your way.

Next steps

If we feel like a place where you can belong, we'd love to learn more about you as a person and your experience to date. Once you've submitted an application the next steps of the process, if successful, are likely to include a competency based assessment.

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.

Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, therefore we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you’re offered a job with us, it will be conditional, based on the passing of background checks. All roles require a criminal record check and some roles need a financial probity check. Your recruiter can provide you with more information if needed.

Thanks for your patience and for showing an interest in joining the Virgin Media O2 family.

LH-ST1