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.