Responsibilities

We are seeking a highly analytical, organised and detail-oriented Planning & Demand Specialist/ Business Analyst to join our Customer Planning & Demand team. This role will be pivotal in shaping how we plan, prioritise, and deliver customer communications across channels, ensuring that every interaction is timely, relevant, and aligned to business goals. The successful candidate will combine strong analytical skills with commercial acumen and customer-first thinking to optimise contact strategy, reduce friction, and enhance customer experience, while managing varying priorities between stakeholders and the lifecycle squads.

Requirements

• Proven experience in a CRM, customer strategy or marketing planning role
• Strong analytical skills with the ability to translate data into clear, actionable insight
• Experience working with customer communication platforms or CRM planning tools
• A solid understanding of customer lifecycle and omnichannel communications
• Excellent organisational skills with the ability to manage multiple priorities

Preferred

• Experience using data visualisation or reporting tools such as Tableau
• Familiarity with comms governance, demand management or contact strategy frameworks
• Experience working in agile environments or using tools such as Jira
• Strong stakeholder influencing skills across technical and non-technical teams
• A proactive mindset with a passion for continuous improvement

Benefits

• We know life isn’t just about work, so our benefits are built to support you in the moments that matter. You’ll get Bupa healthcare, wellbeing support, life cover, a pension and generous holiday –plus your birthday off.
• And there’s more. Enjoy some extra perks on us, with optional electric vehicle lease and Cycle2Work schemes, dental insurance, neurodiversity assessments, and brilliant discounts on broadband, TV and mobile. You’ll even get access to the Virgin Family platform and the O₂ Priority app, with exclusive rewards, experiences and chances to attend events at The O₂ and beyond.