Senior Customer Operations Change Partner
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.
About the role:
The Senior Customer Operations Change Partner is responsible for leading and delivering change initiatives that support the Bank and Customer Operations' strategic objectives. The role ensures that change initiatives are effectively scoped, planned, implemented and embedded across Customer Operations - enhancing customer experience, driving operational efficiency and maintaining regulatory compliance.
Responsibilities:
- Lead and deliver end to end change initiatives
- Own the change management approach, including stakeholder engagement, business readiness plans, and post implementation support.
- Develop and manage detailed project plans, identifying critical milestones, resource needs, risks and dependencies.
- Collaborate with cross functional teams (Customer Operations and the Bank) to solve problems.
- Track and report on change outcomes
- Act as Customer Operations lead on a number of initiatives and coordinating with the rest of the business areas to shape and influence the delivery of change.
- Excellent project management skills
- Strong interpersonal and communication skills, with the ability to influence others at all levels
- Resilience - Ability to work in a fast paced organisation, in an environment where things change regularly with some ambiguity.
- Experience and understanding of managing change and transformational projects within banking or financial services (desired)
- Experience working in cross functional teams
- Comfortable working with ambiguity and adapting evolving priorities
- Strong analytical and problem solving skills and risk management
- 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 & group income protection
- 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
- Incentives refer a friend scheme
- 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, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing
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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