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- Tasks: Join our Outcome Testing team to analyse customer journeys and improve their experiences.
- Company: Starling is a revolutionary UK bank, blending technology with finance for better money management.
- Benefits: Enjoy 25 days holiday, private medical insurance, and perks like discounts and wellness support.
- Why this job: Be part of a mission to reshape banking while working in a dynamic, inclusive environment.
- Qualifications: No specific experience needed; just bring your analytical mindset and passion for customer service.
- Other info: Flexible working discussions are welcome; we value diverse backgrounds and experiences.
The predicted salary is between 30000 - 42000 £ per year.
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 3,500 people across our London, Southampton, Cardiff and Manchester offices.
This is an exciting opportunity for customer focused, analytical individuals to join our Outcome Testing team!
The Customer Outcome Analyst role will ensure that customer facing teams and colleagues are delivering good outcomes in line with Starling\’s culture and values.
The role will help us to develop our processes in order to minimise risk and improve the customer journey.
The Shifts:
This role will operate on a shift pattern of 37.5 hours a week per week (5 x 7.5hr shifts), Monday – Friday, 9am-5.30pm.
Training for the role:
We have a 6 week training programme which is run from the office so you\’ll need to be able to commit to being in the office during the day for your first 6 weeks with us. The training gives you all of the skills and support you need to succeed at Starling! Following this, you will be expected to work from the office 10 days per month.
The recruitment process:
Once we have reviewed your application, if we feel you have the skills and experience for the role, we will invite you to interview.
This will involve a written task as well as a video interview with our Outcome Testing team, where they will discuss the role, your skills and experience in more detail and answer any questions you may have about the role and what to expect!
This role will close on Monday 21st July.
Key Responsibilities:
- Perform holistic manual reviews of Starling customer journeys
- Determine whether the right outcome is achieved, with the investigation and analysis focused on individual circumstances
- Identify opportunities to improve the customer journey, including challenging policies and/or procedures if appropriate
- Provide clear and concise written analysis and feedback to colleagues
- Utilise outcome data to identify root cause and thematics
- Understand and communicate how products, services, and activity contributes to your findings
- Adapt to changing requirements which evolve as part of a ever-growing business
- Build and maintain effective working relationships with colleagues
- Work in conjunction with company policy and procedures
Requirements
Behaviours and Competencies:
- Resilience and positivity; an individual who views a situation with logic and perspective
- A pragmatic approach to decision making, adept at looking at ‘the bigger picture\’ when working in a subjective environment
- Work autonomously and take ownership of workload and time management
- Maintain own knowledge of regulatory requirements and industry practices
- Integrity: Always do the right thing for our customers, colleagues, and Starling
- A positive \”can-do\” attitude whilst working in a changeable environment
- An effective communication style that\’s adaptable to a diverse range of customers
- Proactive and self-motivated
- Passionate about delivering service excellence
Skills:
- Proactive and demonstrable problem-solving skills
- Ability to plan and prioritise in a changing, busy environment
- An effective communication style that\’s adaptable to a diverse range of customers and colleagues
- Excellent administrative skills
- Ability to summarise findings accurately and concisely, and communicate clear rationale for decisions
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 and Salary Sacrificed Gym partnerships
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.
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Customer Outcome Analyst employer: Starling Bank
Contact Detail:
Starling Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Outcome Analyst
✨Tip Number 1
Familiarise yourself with Starling's values and culture. Understanding their mission to reshape banking will help you align your responses during the interview, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Prepare to discuss specific examples of how you've improved customer journeys in previous roles. Highlighting your analytical skills and problem-solving abilities will demonstrate your fit for the Customer Outcome Analyst position.
✨Tip Number 3
Brush up on your knowledge of regulatory requirements and industry practices relevant to banking. This will not only show your commitment to the role but also your proactive approach to staying informed in a fast-evolving sector.
✨Tip Number 4
Practice your communication skills, especially in conveying complex information clearly and concisely. As the role involves providing feedback and analysis, being able to articulate your thoughts effectively will be crucial.
We think you need these skills to ace Customer Outcome Analyst
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Outcome Analyst position. Understand the key responsibilities and required skills, as this will help you tailor your application to highlight relevant experiences.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the role. Emphasise your analytical abilities, problem-solving skills, and any experience in customer service or outcome analysis. Use specific examples to demonstrate your competencies.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention why you want to work at Starling and how your values align with theirs. Highlight your relevant experiences and how they prepare you for the challenges of the Customer Outcome Analyst position.
Prepare for the Written Task: Since the recruitment process includes a written task, practice writing clear and concise analyses. Focus on summarising findings accurately and providing rationale for decisions. This will demonstrate your communication skills and ability to convey complex information effectively.
How to prepare for a job interview at Starling Bank
✨Understand Starling's Values
Before the interview, take some time to research and understand Starling's culture and values. This will help you align your answers with what they stand for, showing that you're a good fit for their team.
✨Prepare for the Written Task
Since the interview includes a written task, practice summarising findings and providing clear analysis. This will demonstrate your analytical skills and ability to communicate effectively, which are crucial for the Customer Outcome Analyst role.
✨Showcase Problem-Solving Skills
Be ready to discuss specific examples of how you've approached problem-solving in previous roles. Highlight your proactive nature and how you’ve improved processes or customer journeys in the past.
✨Ask Insightful Questions
Prepare thoughtful questions about the role and the team. This shows your genuine interest in the position and helps you gauge if Starling is the right fit for you. Consider asking about the challenges the Outcome Testing team currently faces.
