Customer Outcome Analyst

This is an exciting opportunity for customer focused, analytical individuals to join our brand new team!

The Customer Outcome Analyst role will ensure that customer facing teams and colleagues are delivering good outcomes in line with Starling’s culture and values.

The role will help us to develop our processes in order to minimise risk and improve the customer journey.

This role will spend the first 6 weeks full time in our office, followed by hybrid working.

Key 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

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