Head of Interactive Design Technology Journey Design

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 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 Interactive Design plays a crucial role in developing and enhancing our digital banking platforms, focusing on shaping the customer experience and journey optimisation. Collaborating closely with Service Design teams and providing technical leadership to align technical initiatives with our overall business strategy and value creation.

What you'll be doing…

• Oversee and initiate the development and enhancement of digital banking platforms focusing on user experience, information architecture, interface design and journey optimisation.
• Develop technical and functional frameworks for designing customer journeys with a focus on interactive, AI-driven banking experiences.
• Collaborate with our Service Design teams to ensure Service Design Principles are maintained to guide the design of customer experiences.
• Define metrics to measure the success of digital customer journeys to enable data driven insights for continuous improvement.
• Lead teams in creating intuitive and engaging digital banking experiences across various channels.
• Effectively manage the costs associated with the delivery and maintenance of technical solutions aligned to value creation.
• Manage the lifecycle evolution of technology solutions covering definition of strategies and roadmaps, build and rollout, enhancement and technical debt management and decommissioning.
• Influence and secure new technology and tools to achieve strategic goals and customer value.
• Shape technical solutions that deliver desired business and customer outcomes
• Collaborate to provide technical leadership and direction across the team ensuring employment of the right practices, helping to problem solve and ensuring team members remain invested and collaborate.
• The ability to align digital banking initiatives with Virgin Money's overall strategic goals and long-term vision.

 
We need you to have…

• Expert level knowledge within the technical components of the domains/products/journeys.
• In-depth knowledge of digital banking platforms, trends and technologies.
• A strong understanding of UX principles, including user research, wireframing, prototyping and testing.
• Experience as a technical lead with deep insight into newest technologies and trends.
• Experience working on projects that span multiple organizations and business units.
• Experience working in Agile teams, with development, operations and testing experience.
• Proficiency in designing interactive interfaces for web and mobile platforms.
• Experience in mapping customer journeys across various touchpoints to identify pain points and opportunities for improvement.
• The ability to analyse user data and feedback to derive insight and inform decision making for enhancing the digital banking experience.
• Experience working in Agile teams, with development, operations and testing experience.
• Understands functions of various Agile roles and how they relate in defining work.
• Experience managing technical priorities within the backlog, Able to manage multiple priorities in a fast-changing environment.

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 
• 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 
• Ability to work anywhere in the UK (where the role allows)