Business Unit: Customer Service & Operations
Salary range: £68,400 - £85,500 per annum
Location: UK Hybrid - with regular travel to Glasgow or Gosforth Our Team We want to help colleagues build the skills, confidence and cultural alignment they need to deliver brilliant and memorable experiences for our customers. By embedding continuous learning and linking training to real business outcomes, we aim to create a resilient, future ready workforce that underpins our strategy and drives sustainable transformation across Customer Services & Operations. The Capability & Learning Lead sits within the Resource Planning, Optimisation & Operational Excellence centre within our refreshed Shared Service capability and supports the broader team in enabling consistent and more efficient and effective operations . What you'll be doing Owning the end-to-end colleague development journey, from induction and onboarding through to in life training, capability uplift and partner alignment. Designing and delivering engaging programmes that build the skills, confidence and cultural alignment needed to deliver Simply Brilliant Experiences Partnering with journey teams and rapid improvement to make sure training translates into sustained performance uplift, linking capability programmes directly to customer outcomes, reducing failure demand and increasing Smile Scores. Embedding continuous capability development so colleagues stay relevant as customer needs, technology and processes evolve Ensuring suppliers and partners are consistently inducted and aligned to Virgin Money's way of working. Developing frameworks to measure, evaluate and improve the effectiveness of training and capability programmes Leading, coaching and developing a team of training and capability professionals to deliver great outcomes Embedding and championing Virgin Money's culture through all learning and capability initiatives We need you to have Proven experience leading training, learning or capability function in financial services or complex service industries. Track record of linking learning interventions to measurable business and customer outcomes. Experience leading multi-disciplinary training teams and influencing senior stakeholders Strong understanding of learning and development practices, capability frameworks and performance uplift measurement. Familiarity with operational excellence, customer experience and transformation contexts. Knowledge of supplier training assurance and cultural alignment practices. It's a bonus if you have but not essential Experience designing and delivering capability programmes within large scale service or transformation environments Experience with digital learning platforms or modern learning technologies that enhance colleague engagement and performance Background in linking learning and performance data to business metrics such as productivity, quality, or customer experience 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 the Nationwide 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 team 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.
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