Customer Journey Lead

Starling Bank; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking bank on a mission to reshape banking! In this critical role, you will enhance customer journeys by mapping experiences and identifying improvement opportunities. Collaborate with diverse teams to ensure robust control environments and drive meaningful changes. This innovative firm values proactive thinkers who can navigate ambiguity and deliver data-driven insights. If you are passionate about improving customer experiences and thrive in a dynamic environment, this opportunity is perfect for you!

Benefits

25 days holiday

Extra day off for birthday

Annual leave increase with service

16 hours paid volunteering time

Company enhanced pension scheme

Life insurance at 4x salary

Private Medical Insurance

Generous family-friendly policies

Perkbox membership

Cycle to Work scheme

Qualifications

• Experience in customer experience analysis and journey mapping.
• Ability to work collaboratively in a cross-functional team.

Responsibilities

• Map customer journeys and gather data for understanding customer experience.
• Create and maintain end-to-end journey maps to improve customer outcomes.

Skills

Customer experience analysis

Journey mapping

Customer behaviour analysis

Process improvement

Financial services experience

Knowledge of Consumer Duty

Job description

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.

This is a critical SME role in the Customer Outcomes Department. You will be responsible for mapping, maintaining and supporting Accountable Executives and journey owners to understand and improve the Bank’s customer journeys. You will i) help identify touchpoints, pain points and opportunities for improvement ii) help ensure that our end-to-end control environment is robust and iii) enable the Bank to understand and demonstrate the outcomes our customers are experiencing.

Key Responsibilities:

• You’ll map customer journeys and gather data through workshop and SME input, to support our understanding of the customer experience against key customer journeys.

• You will make and bring together recommendations to drive improvements, support developing approaches for better navigating our customers across our different products/services, and work with relevant teams to ensure these are implemented.
• You’ll be constantly thinking about good customer outcomes through every step of our journeys and look for ways to improve our control environment.
• You’ll listen to the customer, understand their needs, fix their pain points and help put in place frameworks for measuring their experiences.
• You’ll listen to our colleagues in identifying operational processes and procedures to drive meaningful improvement opportunities that address experience gaps, inefficiencies, manual workarounds or re-work.
• You’ll create and maintain end-to-end journey maps, ensuring a clear line of sight across user experience, process pain points, and backlog priorities.
• You’ll work in collaboration with solution leads, product design owners and engineer leads.
• You’ll work closely with journey owners and risk colleagues to ensure the journeys are used to drive effective outcome monitoring and risk and control assessment

Skills:

• Shown experience in customer experience analysis, journey mapping, and customer behaviour analysis.
• Have a strategic approach and willingness to be proactive and take charge.
• Ability to work collaboratively in a cross-functional team environment.
• Direct experience shaping transformation initiatives and influencing how services are delivered.
• Comfortable in ambiguity and experienced in process improvement and journey visualisation — assumption-based mapping isn’t enough; we want research-backed insight.
• Experience in financial services.
• Knowledge of the Consumer Duty and Conduct Risk.

Behaviours:

• Effective and personable communicator to proactively organise, influence and able to communicate with all internal teams.
• Strategic thinker and problem solver.
• Ability to project manage strategies cross-functionally.
• Data driven, with strong customer and commercial awareness.
• A team player, able to work in a fast paced changeable environment
• A passion for understanding and improving the customer experience.

• 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.

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