Case Study: Virgin Money UK achieves agile, customer-led innovation with Alida's insight community

How Virgin Money UK Listens & Responds to Changing customer needs

Virgin Money UK, a challenger bank navigating a major post‑acquisition merger and the rapid behavior shifts caused by the COVID‑19 pandemic, needed a fast, reliable way to hear and respond to customers. For almost a decade they’ve used Alida’s digital insight community to gather ongoing customer feedback and fuel more agile decision‑making across the business.

Using Alida’s insight community the bank ran targeted, weekend surveys and produced weekly insight reports that combined community feedback with transactional and CX data—often receiving hundreds of responses within days. Alida’s platform helped Virgin Money UK identify communication gaps, simplify processes (for example, making payment‑holiday requests easier), accelerate digital alternatives and inform stakeholder action; the approach proved cost‑effective, scalable (engaging hundreds to thousands of customers) and materially improved responsiveness during the crisis.

Virgin Money UK

Kerry Byrne

Insights Enablement Manager