Description

Hello, we’re Starling. We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way. We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

The role:

We're looking for a Customer Journey Lead to join our Service Experience Team and work to enhance our already award-winning, customer journey! These roles are responsible for mapping, owning and improving our key customer journeys.

The purpose is to identify touchpoints, pain points, and opportunities for improvement, ensuring that the customer journey is seamless and our control environment is robust to ensure we deliver good customer outcomes for our customers.

All colleagues who join us at Starling Bank complete their first 6 weeks full time in the office, after this period the team work 2 days a week in the office and the rest from home.

This role is open to candidates within commutable distance to Cardiff or London, the role will close on Friday 16th August.

Key Accountabilities & Responsibilities:

• You’ll map customer journeys and gather data through workshops and SME input, to support our understanding of the customer experience against our key customer journeys.

• You will make and bring together recommendations to drive improvements; support with developing approaches for better navigating our customers across our different products/services, and work with relevant teams to ensure these are implemented.

• You’ll be constantly thinking about good outcomes through every step of our journeys and looking for ways to improve our control environment.

• You’ll listen to the customer, understand their needs, fix their pain points and help put in place frameworks for measuring their experiences.

• You’ll listen to our colleagues in identifying operational processes and procedures to drive meaningful improvement opportunities that address experience gaps, inefficiencies, manual workarounds or re-work.

Requirements

Behaviours & Competencies:

• Effective and personable communicator to proactively organise, influence and able to communicate with all internal teams
• Strategic thinker and problem solver
• Ability to project manage strategies cross-functionally
• Data driven with a strong customer and commercial awareness
• A team player, able to work in a fast paced changeable environment

Skils & Experience:

• Shown experience in customer experience analysis, journey mapping, and customer behaviour analysis.
• Have a strategic approach and a willingness to be proactive and take charge.
• Excellent communication and presentation skills, able to understand and articulate technical and customer needs
• Ability to work collaboratively in a cross-functional team environment.
• A passion for understanding and improving the customer experience.

Benefits

• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra day’s holiday for your birthday
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• 16 hours paid volunteering time a year
• Salary sacrifice, company enhanced pension scheme
• Life insurance at 4x your salary & group income protection
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
• Generous family-friendly policies
• Incentives refer a friend scheme
• Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
• Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

About us:

You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway.We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.
Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Starling Bank may collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.