Head of Case Management and Transformation

Summary

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This is a 24-month secondment/fixed-term contract offering the opportunity to lead one of the most ambitious transformations within Virgin Media O2’s People function.

As Head of Case Management and Transformation, you’ll be responsible for reinventing how employee cases are managed across Virgin Media O2 and its extended enterprise. This isn’t just about operational oversight, it’s about driving a bold, enterprise-wide shift in how we approach culture, technology, and behaviour in case management.

You’ll design and deliver a model that evolves into a data-rich, tech-enabled engine, one that enhances employee experience, mitigates ER risk, and sets new standards of fairness and transparency. A key part of your remit will be shaping the case management operating model, including exploring external sourcing and shared services options, and ensuring outsourced delivery partners meet the highest standards of quality, compliance, and trust.

As a visible and influential leader, you’ll guide and inspire a team of four through complex change, while collaborating closely with senior stakeholders across Legal, ER, and business leadership. Together, you’ll create a future-ready, inclusive, and scalable model that aligns with our wider business transformation.

This is a unique opportunity to shape culture, redefine processes, and leave a lasting legacy at one of the UK’s most exciting businesses.

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.

In order to be considered, you must have the following experience;

• Proven experience of leading and transforming complex case management teams in large, matrixed organisations.
• Deep understanding of UK employment law, ACAS Code of Practice, and ER standard methodology.
• Strong experience with digital case management tools (e.g., Workday, iCasework, ServiceNow).
• Ability to use data and insights to drive transformation, performance, and risk mitigation.
• Track record in leading high-profile and sensitive employee cases, including litigation and tribunal preparation.
• Experience embedding early resolution and alternative dispute resolution approaches.
• There is a minimum expectation of 8 days per month in an office location and the requirement to travel to offices that may not be the contractual base location.

We'd also love you to bring;

• Demonstrated success in cultural transformation and improving employee relations climate.
• Strong stakeholder management and coaching skills
• Experience in managing external suppliers and outsourced case services.
• Sound governance, compliance, and decision-making capability in high-ambiguity environments.
• Understanding of how case management impacts DEI and organisational fairness.

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.

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 three stage interview process.

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.