Head of Customer Care Insights; Manchester

Description

All potential candidates should read through the following details of this job with care before making an application.

Location:

We're open to the successful candidate being based from either our Cardiff, Manchester or Southampton office. Travel between sites will be required (likely once/twice per month to one other location).
Hybrid working:
All Starling colleagues spend a minimum of 10 days per month in the office with flexibility to work the rest from home.
Reporting to:
Director of Customer Care
Closing date: 10am, Thursday 12th March
About Starling
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.
The Opportunity
The Head of Customer Care Insights is a pivotal new role responsible for driving transformative improvements across the entire Customer Care division. This role acts as a central intelligence hub, evaluating performance and customer outcomes across all departments, including the Contact Centre, Complaints, Vulnerability, Financial Ombudsman Service (FOS) activity, and Financial Assistance. The primary objective is to gain a deep understanding of operational realities and customer experiences, translating these insights into actionable strategies that lead to measurable improvements in people, customer, and business outcomes.

The successful candidate will be a strategic leader who can not only identify root causes but also champion and evidence the successful implementation of change.
Key Responsibilities

• 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
Behaviours & Competencies:

• 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

Essential Skills & Experience:

• 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…