Job Description

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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 2,500 people across our London, Southampton, Cardiff and Manchester offices.

Over the past year, we\'ve built our new Outcome Testing function which sits within the Customer Outcome and Resolution directorate. The role of a team lead at Starling Bank is to lead and inspire your team members, motivating them to provide a positive experience for our customers.

The Outcome Testing (OT) Team Lead\xca\xbcs responsibilities include:

• Lead a team of Analysts in the day to day delivery of outcome testing of Starling\'s products and services
• Create weekly operating plans for the Outcome Testing team to support quarterly / monthly strategies, and monitor against them.
• Champion a focus on customer needs and outcomes, aligning with the expectations of the FCA, and Consumer Duty
• Develop and provide technical expertise in the products and services that the team assesses, as well as being a first point of escalation for queries and issues.
• Promote root cause improvement of the customer journey, including challenging policy and procedure when necessary
• Managing the development of individual Customer Outcome Analysts, through Check-the-Checker reviews, coaching, training and up-skilling support
• Preparing commentary on outcome results, trends and themes - using your knowledge of good customer outcomes and regulation to help audience understanding
• Supporting the enhancement of Outcome Testing management policies and sampling strategies, as required

Requirements:

• Experience within Outcomes Testing, Quality Assurance, Complaints, or a similar role, is essential
• Experience leading or coaching a team is desirable.
• Experience reporting on quality/outcome trends is beneficial
• The ability to adapt to, and lead people through, a fast-moving, constantly developing environment
• The ability to effectively balance workload and schedules with multiple priorities
• Proven experience communicating with colleagues, including senior managers, effectively both verbally and in writing
• The ability to see the bigger picture, applying judgement on the impact of what we see in our reviews on the bank and on our customers, even where it may be compliant with our current policies and processes.
• Comfortable providing constructive challenge to policy and process owners, who may be senior managers in the bank
• A desire to drive continuous improvement and put things right for customers
• Understand the role of regulation, conduct risk and reputational risk, within financial services

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
• 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
• 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.

Starling Bank