TCX Lifecycle Manager - In-Life

The TCX Lifecycle Manager – In-Life is accountable for improving how customers experience managing their account, resolving issues, and getting support .

This role focuses on reducing friction, increasing clarity, and building trust across key in-life moments — particularly when things go wrong. The aim is to ensure customers feel informed, in control, and supported throughout their journey.

Operating within a matrix environment, the role works across, Frontline Channels, Product, Digital, Care, Data, and Commercial teams to ensure the customer experience is consistently represented and prioritised within delivery. It brings a strong customer lens into product-led ways of working, helping teams focus on what matters most to customers and where improvements will have the greatest impact.

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.

Diverse, high performing teams - jam packed with serious talent. Together, we offer the UK more choice and better value, through our boundary-pushing, customer-championing values and ambitions.

Together, we are Virgin Media O2, and we can't wait to see what you can do.

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

• Delivery of cross-functional customer experience,life cycle or product-led change

• Working within product and digital delivery environments
• Turning customer and performance insight into executed outcomes
• Using data and metrics to shape prioritisation and decision making
• Operating effectively within complex, matrix organisations

The other stuff we are looking for

• Strong lifecycle and customer journey thinking

• Confident using data to diagnose issues and tell a clear performance story
• Highly organised with strong prioritisation and delivery discipline
• Comfortable working with ambiguity and evolving problem spaces
• Effective stakeholder management across senior and multidisciplinary teams
• Clear, concise communication and documentation skills

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 interview with the Hiring Manager.

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.

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