Head of Customer Care Insights

Role Overview

• Proactively analyse data from all customer care departments (Contact Centre, Complaints, Vulnerability, FOS, Financial Assistance) to understand the why behind current performance levels and customer outcomes (e.g., drivers of First Contact Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT)).
• Review and analyse FOS decisions and insights, translating external feedback into necessary internal actions and change strategies to better improve customer outcomes and reduce future escalations.
• Develop and deliver comprehensive strategies to improve all key customer metrics (e.g., FCR, CSAT) and drive operational efficiencies across the Customer Care division.
• Lead and execute analysis on customer complaints and operational failure points to identify systemic issues impacting customer experience and business efficiency.
• Work collaboratively with department heads on the implementation and tracking of improvement initiatives, providing robust evidence that the implemented changes have successfully delivered the intended business, customer, and people improvements.
• Own the mandate for cost efficiency across the Customer Care area, consistently seeking opportunities for "customer wins" that simultaneously reduce operational expense.
• Evaluate the current processes and treatment protocols for vulnerable customers to ensure they are delivering consistently correct and fair outcomes, identifying any disparities in treatment.
• Determine necessary process, policy, and training changes required to enhance the fair treatment of vulnerable customers and work with department heads to successfully implement these changes.
• Own and maintain the governance framework for Customer Care insights and change initiatives, ensuring accountability, transparency, and adherence to regulatory requirements.
• Build and maintain strong, collaborative relationships with all Customer Care department heads, Operations teams, and shared services (e.g., Technology, Risk, Product) to facilitate cross-functional implementation of changes.

Requirements

• Strategic Storytelling and ability to look at data and find the "so what?"
• Stakeholder influencing between technical teams and business leaders, with the ability to challenge senior stakeholders’ assumptions without burning bridges.
• A proactive mindset and ability to identify themes and emerging trends
• Enthusiasm for driving forward efficiency, quality and service improvements with the tenacity to overcome any obstacles.
• Commercial Acumen, evidenced through prioritisation of improvement initiatives
• Ability to communicate effectively in a variety of media (written and verbal) to a wide range of audiences
• customer, stakeholders, external bodies.
• Analytical skills to investigate, collate and evaluate information
• Ability to take a problem solving approach and to analyse information and situations and generate recommendations and solutions.
• Ability to work under pressure and manage competing priorities.

Benefits

• 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) leasingOur Commitment to Equality