Head of Customer Journey Mapping, Starling Bank

• Experience in financial services
• Knowledge of the Consumer Duty and Conduct Risk.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
• 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

• This is a critical leadership 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 touch points, 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
• 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

• Time off: 25 days holiday, plus your birthday as an extra freebie. You can also opt out of bank holidays and take them when works for you!
• Health insurance: Private health insurance with Vitality Health, one of the UK's leading private medical insurers
• Pension scheme
• Paid volunteering leave: We encourage all our employees to give back. You can take up to 16 hours paid leave a year, specifically to help causes meaningful to you
• Gym & cycle to work schemes: We offer discounted gym memberships and cycle to work schemes through salary sacrifice
• Perkbox: For a wide range of retail, entertainment and leisure discounts (as well as cash back) at a huge variety of businesses

Total funding: $1.2bn

Starling started life focused on consumer banking, it has since found most of its success by competing in the business banking space. Its caught up with Tide and beaten the likes of Monzo and Revolut to a more complete offering for businesses.