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Customer Outcome Analyst

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Starling Bank

2mo ago

Applications are closed

  • Job
    Full-time
    Mid Level
  • Customer Relations
  • Manchester

Requirements

  • Behaviours and Competencies:
  • Resilience and positivity-An individual who views a situation with logic and perspective.
  • A pragmatic approach to decision making, adept at looking at ‘the bigger picture’ when working in a subjective environment
  • Work autonomously and take ownership of workload and time management
  • Maintain own knowledge of regulatory requirements and industry practices.
  • Integrity- Always do the right thing for our customers, colleagues and Starling.
  • A positive “can-do” attitude whilst working in a changeable environment.
  • Effective communication style that’s adaptable to a diverse range of customers
  • Proactive and self motivated.
  • Passionate about delivering service excellence.
  • Skills:
  • Proactive and demonstrable problem-solving skills
  • Ability to plan and prioritise in a changing, busy environment.
  • Effective communication style that’s adaptable to a diverse range of customers and colleagues.
  • Excellent administrative skills
  • Ability to summarise findings accurately and concisely, and communicate clear rationale for decisions

Responsibilities

  • Perform holistic manual reviews of Starling customer journeys
  • Determine whether the right outcome is achieved, with the investigation and analysis focussed on individual circumstances
  • Identify where opportunity exists to improve the customer journey, including challenging policy and/or procedure if appropriate
  • Provide clear and concise written analysis and feedback to colleagues
  • Utilise outcome data to identify root cause and thematics
  • Understand and communicate how products, services and activity contribute to your findings
  • Adapt to changing requirements which evolve as part of a ever growing business
  • Build and maintain effective working relationships with colleagues
  • Work in conjunction with company policy and procedures

FAQs

What does the training program for the Customer Outcome Analyst role involve?

The training program lasts for 6 weeks and is conducted in the office. It equips you with the skills and support needed to succeed at Starling. After training, you are expected to work from the office 2 days per week.

What is the recruitment process for the Customer Outcome Analyst position?

The recruitment process includes an initial 20-minute phone interview if your application is reviewed positively. This is followed by a written task and a video interview with the Outcome Testing team to discuss the role and assess your skills and experience.

What are the key responsibilities of a Customer Outcome Analyst?

Key responsibilities include performing holistic manual reviews of customer journeys, determining outcomes based on individual circumstances, identifying opportunities for improvement, providing written analysis and feedback, utilizing outcome data for root cause analysis, and maintaining effective working relationships with colleagues.

What behaviors and competencies are required for this role?

Candidates should demonstrate resilience, a pragmatic approach to decision-making, autonomy in workload management, integrity, adaptability in communication, a proactive mindset, and a passion for service excellence.

What skills are necessary to be successful as a Customer Outcome Analyst?

Necessary skills include proactive problem-solving, the ability to plan and prioritize in a busy environment, effective and adaptable communication, excellent administrative abilities, and the capacity to summarize and articulate findings clearly.

What benefits are offered to employees in this role?

Benefits include 25 days of holiday (plus flexible public holiday allowance), an extra day for your birthday, increased annual leave with service length, paid volunteering time, salary sacrifice and enhanced pension schemes, life insurance, private medical insurance, family-friendly policies, and access to various initiatives like Cycle to Work and wellness platforms.

Is there a requirement to work in the office after the training period?

Yes, after the initial 6-week training period, you are expected to work from the office for 2 days per week.

How does the position contribute to the overall customer experience at Starling?

The Customer Outcome Analyst performs detailed reviews of customer journeys to ensure appropriate outcomes, identifies improvement opportunities, and communicates findings that can enhance the overall customer experience.

Is there support for mental health within the benefits offered?

Yes, private medical insurance includes mental health support, ensuring that employee well-being is prioritized.

Can I participate in volunteering activities?

Yes, employees are entitled to 16 hours of paid volunteering time each year as part of the benefits package.

Starling Bank

Set yourself free from your old bank 💪

Finance
Industry
1001-5000
Employees
2014
Founded Year

Mission & Purpose

We’re Starling Bank (aka the Best British Bank 2018, 2019, 2020 and 2021). Through our app and online banking platform, we’re helping nearly 1 million customers take control of their money like never before. Quicker, easier and distinctly better. We offer various accounts – personal, joint, business, euro and connected – each of which can be managed from your mobile or desktop. Features include instant payment notifications, insights into your spending habits, in-app card lock, a flexible overdraft and 24/7 customer support. There’s also the Starling Marketplace, which gives you access to a wide range of services and products from third party providers. Plus, with a MasterCard Contactless Debit Card, Apple Pay, Google Pay, Samsung Pay, FitBit Pay and Garmin Pay, you can pay your way. Apply for our Personal Current Account in under five minutes, available for iOS and Android. Starling is a fully licensed bank fully covered up to £85,000 by the Financial Services Compensation Scheme. We’re also connected to the Current Account Switch Guarantee, so switching couldn’t be easier. It only takes a few taps and we’ll manage the rest for you within seven working days. Starling for BusinessWhether you’re a sole trader, a limited company or part of a multi-owner business, Starling can help make your financial life a whole lot easier. Our various business accounts have same day set up, no monthly fees and easy accounting tools that support your business as it grows. Interested? Get the lowdown here.