Head of Vulnerable Customer Strategy

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.

This is a critical leadership role in the Customer Outcomes Department. You will support the development and delivery of the Bank’s strategy to lead the way in inclusive digital banking by ensuring every customer with additional needs is supported, valued and empowered to achieve financial wellbeing.

Key Responsibilities include:

• Designing and implementing policy, processes and new forms of support for customers with additional needs.
• Support the Bank’s work to help proactively identify customers with additional needs, including through the use of data. 
• Work closely with the Bank’s customer-facing teams to support the rollout of new support initiatives and continuous improvement. 
• Provide internal training and challenge to support local QC/QA/T&C. 
• Provide critical SME input on vulnerability to all areas of the Bank (Product governance, communication, marketing, customer testing and insight, MI)
• Support delivery of the Bank’s VC data strategy to provide actionable MI on the outcomes being experienced by our customers with additional needs.
• Work closely with QA and Outcome Testing teams to address areas of improvement linked to VC.
• Work closely with internal stakeholders, including executives, product, engineers, legal, and compliance. 
• Respond to questions and queries from the Regulator.
• Engage with the wider sector, consumer groups and trade bodies to share and learn from wider best practice, as well as influencing public policy priorities.

• Strong knowledge of the regulatory environment, the FCA’s Vulnerability Guidance and the Consumer Duty.
• Go-to expert on vulnerability through experience of managing it in 1st LOD environments
• Knowledge of vulnerability, conduct risk, consumer duty, including latest industry activity, consumer trends, government priorities and emerging technologies
• Experience of designing solutions through research, insight and user-testing with a variety of audiences
• Ability to evaluate insight and data from various sources to quickly identify key themes and articulate solution recommendations
• Communication skills; a team player able to work across teams with and without direct management responsibility
• Strong attention to detail
• Excellent verbal and written communication skills
• Diplomacy and emotional intelligence to build strong professional relationships at all levels 
• Versatile and flexible 
• Deep experience working in a regulated financial institution

• 25 days holiday (plus take your public holiday allowance whenever works best for you)
• An extra day’s holiday for your birthday
• Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
• 16 hours paid volunteering time a year
• Salary sacrifice, company enhanced pension scheme
• Life insurance at 4x your salary
• Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
• Generous family-friendly policies
• Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
• Access to initiatives like Cycle to Work and Salary Sacrificed Gym partnerships

About Us

You may be put off applying for a role because you don't tick every box. Forget that! While we can’t accommodate every flexible working request, we're always open to discussion. So, if you're excited about working with us, but aren’t sure if you're 100% there yet, get in touch anyway.

We’re on a mission to radically reshape banking – and that starts with our brilliant team. Whatever came before, we’re proud to bring together people of all backgrounds and experiences who love working together to solve problems.

Starling Bank is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Starling Bank are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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