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- Tasks: Lead customer engagement strategy and enhance communication experiences for loyalty and product adoption.
- Company: Join Starling, a disruptive UK bank revolutionising how people manage their money with tech-driven solutions.
- Benefits: Enjoy a dynamic work culture, opportunities for growth, and a chance to make a real impact.
- Why this job: Be part of a fast-paced team that values innovation, teamwork, and personal ownership in a supportive environment.
- Qualifications: Senior-level experience in customer engagement, team management, and strong analytical skills required.
- Other info: Work closely with diverse teams across the bank to drive customer-centric strategies.
The predicted salary is between 43200 - 72000 £ 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 3,000 people across our London, Southampton, Cardiff and Manchester offices.
Reporting to the Director of Growth & Marketing Operations this role is critical in ensuring we create comms experiences that foster customer loyalty and increase product awareness and adoption. As Head of Customer Engagement you will set out the strategy for customer engagement through our Marketing and Product lifecycle communications, and guide your team in delivering it.
The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, and discovering to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.
What you\’ll be doing:
Strategy
- Creating a customer engagement strategy aligned with our business growth objectives
- Map out a lifecycle communication programme for all products
- Ensuring comms are appropriately targeted and personalised to deliver the best customer experience
- Proactively identify new opportunities to improve the customer engagement programme
- Identify the needs of customers and how this can be used to drive product adoption
Technology, data and insights
- Test, measure and report on the effectiveness of communications
- Ensure the right tooling and technology is in place
- Carry out research, user testing, and analyse internal data to discover audience insights that will shape the strategy
- Conduct competitor analysis to provide context to performance and influence the strategy
Leadership and team management
- Create an environment which encourages teamwork and continuous improvement, setting the standard for high output, efficiency, accountability while advocating and living the Starling values
- Ensure team performance and development through setting and communicating objectives and giving regular feedback and support
Ways of working
- Be comfortable with working at pace and in an agile environment, to adapt to business priorities and the rate of product developments
- Manage team process workflows and look for opportunities to improve ways of working
- Aligning with the wider Marketing leaders to set out priorities
- You\’ll be part of a wider team and work closely with brand, product marketing, channel owners, web engineering and studio
- Build a strong network across the bank and work closely with teams such as; product, banking, data, compliance, legal, operations and customer service
Requirements
- Experience operating at a senior level for customer engagement, including setting strategy
- Previous experience within financial services or a regulated environment
- Experience managing a team, including goal setting and performance management
- Strong communication and active listening skills
- Can balance strategic vision with tactical delivery
- Enjoy working in a fast-paced environment
- Willing to be hands-on
- Strong analytical skills
- Experience with customer engagement platforms and technology
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Head of Customer Engagement employer: Starling Bank
Contact Detail:
Starling Bank Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Engagement
✨Tip Number 1
Familiarise yourself with Starling's values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness. Demonstrating how you embody these values in your interactions can set you apart as a candidate who truly aligns with the company's culture.
✨Tip Number 2
Research the latest trends in customer engagement within the financial services sector. Being able to discuss current strategies and technologies during your conversations will show that you're proactive and knowledgeable about the industry.
✨Tip Number 3
Network with current or former employees of Starling on platforms like LinkedIn. Engaging with them can provide you with insider insights about the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 4
Prepare to discuss specific examples of how you've successfully developed and implemented customer engagement strategies in previous roles. Highlighting measurable outcomes will demonstrate your capability to drive results in a similar position at Starling.
We think you need these skills to ace Head of Customer Engagement
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Head of Customer Engagement position. Understand the key responsibilities and requirements, and think about how your experience aligns with them.
Tailor Your CV: Customise your CV to highlight relevant experience in customer engagement and strategy development. Use specific examples from your past roles that demonstrate your ability to create effective communication strategies and lead teams.
Craft a Compelling Cover Letter: Write a cover letter that not only showcases your qualifications but also reflects your understanding of Starling's values. Discuss how you embody these values and how they align with your approach to customer engagement.
Showcase Analytical Skills: In your application, emphasise your analytical skills and experience with customer engagement platforms. Provide examples of how you've used data to inform strategy and improve customer experiences in previous roles.
How to prepare for a job interview at Starling Bank
✨Understand Starling's Values
Familiarise yourself with Starling's core values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness. Be prepared to discuss how these values resonate with your own work ethic and how you can embody them in the role of Head of Customer Engagement.
✨Showcase Your Strategic Thinking
Prepare to discuss your experience in creating customer engagement strategies. Highlight specific examples where you've successfully mapped out lifecycle communication programmes and how they aligned with business growth objectives.
✨Demonstrate Analytical Skills
Be ready to talk about your experience with data analysis and insights. Discuss how you've used research and user testing to inform your strategies, and be prepared to share examples of how you've measured the effectiveness of communications in previous roles.
✨Emphasise Team Leadership
As this role involves managing a team, be prepared to discuss your leadership style. Share examples of how you've fostered teamwork, set objectives, and provided feedback to ensure high performance and continuous improvement within your team.
