Head of Customer Engagement

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.

Reporting to the Director of Growth & Marketing Operations this role is critical in ensuring we create comms experiences that foster customer loyalty and increase product awareness and adoption. As Head of Customer Engagement you will set out the strategy for customer engagement through our Marketing and Product lifecycle communications, and guide your team in delivering it.

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, and discovering to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

What you’ll be doing:

Strategy

• Creating a customer engagement strategy aligned with our business growth objectives.
• Map out a lifecycle communication programme for all products.
• Ensuring comms are appropriately targeted and personalised to deliver the best customer experience.
• Proactively identify new opportunities to improve the customer engagement programme.
• Identify the needs of customers and how this can be used to drive product adoption.

Technology, data and insights

• Test, measure and report on the effectiveness of communications.
• Ensure the right tooling and technology is in place.
• Carry out research, user testing, and analyse internal data to discover audience insights that will shape the strategy.
• Conduct competitor analysis to provide context to performance and influence the strategy.

Leadership and team management

• Create an environment which encourages teamwork and continuous improvement, setting the standard for high output, efficiency, accountability while advocating and living the Starling values​.
• Ensure team performance and development through setting and communicating objectives and giving regular feedback and support.

Ways of working

• Be comfortable with working at pace and in an agile environment, to adapt to business priorities and the rate of product developments.
• Manage team process workflows and look for opportunities to improve ways of working.
• Aligning with the wider Marketing leaders to set out priorities.
• You’ll be part of a wider team and work closely with brand, product marketing, channel owners, web engineering and studio.
• Build a strong network across the bank and work closely with teams such as; product, banking, data, compliance, legal, operations and customer service.

Requirements

• Experience operating at a senior level for customer engagement, including setting strategy.
• Previous experience within financial services or a regulated environment
• Experience managing a team, including goal setting and performance management
• Strong communication and active listening skills
• Can balance strategic vision with tactical delivery
• Enjoy working in a fast-paced environment
• Willing to be hands-on
• Strong analytical skills
• Experience with customer engagement platforms and technology