Transformation Lead (6 months FTC) in Cardiff

Location: Cardiff, Manchester & Southampton

Reporting to: Transformation Director

Closing date: Wednesday, 28th January at 10am.

At Starling, we are on a mission to provide people with a fairer, smarter, and more human alternative to traditional banks. We are building a leading digital bank, driven by fast technology, fair service, and honest values. Our vision is to create a banking industry that serves everyone, which we accomplish by developing best-in-class proprietary technology, offering an exceptional customer experience, and establishing a strong, sustainable business.

Our five core values – Listen, Keep It Simple, Do The Right Thing, Own It, and Aim for Greatness – are at the heart of everything we do, guiding our strategy and shaping our culture. We’re a branchless, largely paperless bank, committed to responsible banking, sustainability, and fostering an inclusive environment where everyone can thrive.

Hybrid working: All Starling colleagues spend a minimum of 10 days per month in the office with flexibility to work the rest from home.

The Opportunity

We are seeking a Senior Transformation Lead to play a critical role in strengthening how our operations are run, engage our people and continuously improve. This is a hands-on senior role on a 6 month fixed term contract combining direct delivery with helping shape and establish new operational rhythms, continuous improvement processes and driving efficiency/customer experience improvement. A key requirement is to coach and mentor the Operational teams so they can confidently lead and sustain their own improvement work in the future.

Operational Leadership & Performance Frameworks

• Design, implement and embed end-to-end operational rhythms across operations, including:

• Daily management and visual performance routines
• Drive continuous improvement
• Lead and coach teams to implement a Gemba style process review to drive improvement
• Clear escalation, establish reason for action & decision-making
• Establish processes that quickly get teams and processes to understand optimal future state
• Link operational activity into newly established quarterly planning processes

Hands-on Transformation & Delivery

• Personally lead high-impact hands on operational team transformation and performance improvement initiatives
• Translate strategic priorities into executable plans, measurable outcomes and sustained change
• Apply Lean, Agile and/or systems thinking approaches pragmatically to remove friction, waste and constraint
• Ensure improvements are embedded into operating rhythms, controls and Operational BAU

Capability & Leadership Development

• Support the coaching of Operational teams in effective continuous improvement thinking and how to get more engagement from their teams in their operational rhythms.
• Build internal capability to sustain performance management and continuous improvement beyond the contract
• Role-model data-led decision making, disciplined execution and continuous improvement behaviour

Essential Skills:

• Significant experience leading enterprise or operational transformation in complex organisations
• Proven track record of designing and embedding operational management systems and rhythms
• Strong experience operating across Operational teams at all different levels
• Hands-on delivery mindset with the ability to move between strategy and execution seamlessly
• Deep understanding of performance management and operational excellence
• Strong analytical capability with the confidence to challenge through insight

Desirable

• Experience in financial services, banking or regulated environments
• Experience in digital, platform-based or technology-enabled operations
• Background in Lean management systems, Agile transformation or similar
• Experience stabilising and scaling operational performance during periods of growth or change

Why Join Starling?

• Make an Impact: Work on projects that directly shape the future of banking and improve the financial lives of our customers. Starling is technology-led, and you’ll have the freedom to accomplish your goals in innovative ways.
• Culture of Excellence: Be part of a collaborative, empowered, and forward-thinking team. We encourage experimentation, ownership, and a relentless focus on "doing the right thing.”
• Growth and Development: We are committed to your professional growth, offering opportunities to learn new technologies, take on new challenges, and own interesting things from day one.
• A Bank That Cares: We’re a Living Wage employer, committed to flexible working, and dedicated to creating a fair, open, and safe working environment with compassion and inclusion at its core.
• Comprehensive Benefits: We offer a competitive salary and a comprehensive benefits package, including:

• Company-enhanced salary sacrifice pension scheme (7% employer contribution)
• Private Medical Insurance with Vitality including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton.
• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra day’s holiday for your birthday
• Life Insurance at 4x your salary.
• 16 hours of paid volunteering time a year.
• Ability to buy or sell annual leave.
• Generous family-friendly policies.
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• Incentivised 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

Our Commitment to Equality