Customer Outcomes Reporting Lead - #1691763

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.

We are excited to be recruiting for a new role of Customer Outcomes Reporting Lead which is a critical SME role in the Customer Outcomes Department.You will work closely with all areas of the Bank to support the development of the Bank’s customer outcome reporting, through both ongoing MI and production of the annual Consumer Duty Board Report.

Key Responsibilities include:

• Producing and developing the Bank’s 1LOD Exec and Board committee reporting on customer outcomes and conduct risk.

• You will work with senior stakeholders and all areas of the Bank to produce the Bank’s Consumer Duty Annual Report - continuously improving the methodology and presentation and responding to regulatory and stakeholder feedback.


• You will help drive ownership of customer outcomes reporting and effective reporting on conduct risk throughout the Bank (Product, Operations, Financial Health and Assistance) by providing a challenge function and locus of expertise.


• You will work closely with the Customer Journey team and 1LOD Risk and Control managers to help integrate outcome monitoring into the Bank’s customer journeys.


• You will work closely with the Bank’s Complaints, QA and Outcome Testing teams to better integrate root cause analysis into ongoing reporting.


• You will work closely with the Head of VC Strategy to bring together the Bank’s insight and evidence on the support we are providing to our customers with additional support needs.


• Lead and motivate a team of colleagues, focusing on clear communication and ongoing development by role modelling the Starling values.

• Excellent strategic knowledge of the regulatory environment, the FCA’s Vulnerability Guidance and the Consumer Duty.


• Previous demonstrable experience in organising, designing and facilitating conduct risk and/or customer outcomes reporting.


• Outstanding interpersonal skills including the ability to challenge in a positive manner and work with a range of stakeholders to collaborate on outcomes monitoring and develop requirements.


• Ability to develop reporting requirements handling, transforming and visualising large amounts of data, as well as drawing out key root causes and actionable insights.


• Applicable knowledge of risk management in financial services.


• Versatile and flexible


• Deep experience working in a regulated financial institution.


• Proven experience of creating and analysing data to generate reports


• A confident and experienced presenter to senior colleagues and key stakeholders.


• A keen curiosity about automation to help drive improvements to the control environment

• 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 & group income protection


• 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


• 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) leasing

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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