Director of Customer Value Management

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 3,500 people across our London, Southampton, Cardiff and Manchester offices.As our Director of Customer Value Management, you'll be responsible for leading the development of the Bank's Customer Value Management (CVM) and broader commercial capabilities. You will take a data focussed, commercially-oriented approach to ensuring our actions drive good commercial outcomes in line with the Bank's objectives, ensuring rigorous quantitative attribution and business case discipline across all customer-facing initiatives.You'll also lead a talented team, fostering a culture of data-driven decision-making and optimisation. As the principle champion for customer value, this is a unique opportunity to drive end-to-end customer value across the entire lifecycle and contribute towards the Bank's ambitious strategic agenda.Key Responsibilities:Strategic Leadership & Commercial AccountabilityTake direct accountability for the CVM contribution to the Bank's overall P&L, specifically driving and optimising customer profitability, churn reduction and customer lifetime value. Own forecasting and tracking against budgetAct as the principal champion for customer value and be the single source of truth on tracking and performance on value measures and engagement metrics with input from business areas such as marketing, finance etc. Customer Value Lifecycle ManagementPartner with the Director of Growth Marketing to drive the end-to-end strategy and management of customer value across the entire lifecycle from acquisition, activation, maturation, retention, and re-activation (win-back). Investigate, test and optimise the broader use of incentives, rewards, and loyalty mechanisms to drive customer acquisition, engagement, retention, and win-back activitiesData, Technology, and PersonalisationDevelop the Bank's segmentation capabilities, with a focus on a personalised customer experience (e.g. value per customer cohort)Maintain and raise standards on a data-driven approach that mandates quantitative assessment of initiative performance (e.g., incrementality testing) to support and guide future activity (e.g. customer loyalty)Define the required data capabilities, partnering with the data function to build out the required infrastructure for in-depth monitoring and reporting of customer valueCross-Functional Collaboration & Product DevelopmentWork with Product Solution Owners to develop, monitor, and optimise product/proposition pricing strategies and tactical pricing actions based on customer elasticity and value segmentationCollaborate with the Treasury function to build out rate sensitivity/elasticity models for deposit products and engage on the development of funds transfer pricing capabilitiesDefine lifetime value of customer cohorts and collaborate with Marketing in the optimisation of our acquisition approach, with a focus on lifetime value and payback periodUse customer insights to develop the retail and business product roadmaps, ensuring that new products/features are aligned with the commercial objectives of the Bank and are underpinned by robust business cases and quantitative analysisCreate internally aligned view on expected product performance that supports both product business cases and drive group financial forecastsEngage with key stakeholders (Finance, Marketing, Product, Data) to produce and maintain a single, aligned view on how the bank defines and measures customer value within the businessLeadership & CultureMentor and lead a high-performing CVM team, fostering a culture of rigorous analysis, continuous testing and data-driven decision-makingRequirementsA proven commercial leader with a robust background in Retail and Business BankingPrevious P&L ownership, coupled with a strong understanding of unit economics and the ability to build robust forecasts and monitor / report on performanceDeep subject matter expertise, demonstrating a clear understanding of customer value across the customer lifecycleExperience of developing, monitoring and optimising pricing strategiesAbility to manage, transform and derive value from large data sets by applying robust data analysis techniques, with proficiency in BI tools (e.g. Looker)Experience of communicating to an executive level audienceEntrepreneurial and growth mindset with the ability to identify strategic opportunities for the businessStrong digital acumen with the ability to deliver innovationPossesses a collaborative, team player approach Demonstrates a solutions oriented mentalityLearns quickly and has a highly adaptable natureBehaviours & CompetenciesExperience in collaborating effectively across a variety of business areas and ability to interact effectively with all levelsAbility to challenge, question and shape thinking in an objective, data-driven wayIntegrity- always do the right thing for our customers, colleagues and StarlingSelf-motivated, positive and able to multitask in a busy and changeable environmentAdaptable and resilientEnthusiasm for driving forward improvements with the tenacity to overcome any obstaclesBenefits25 days holiday (plus take your public holiday allowance whenever works best for you)An extra day's holiday for your birthdayAnnual leave is increased with length of service, and you can choose to buy or sell up to five extra days off16 hours paid volunteering time a yearSalary sacrifice, company enhanced pension schemeLife insurance at 4x your salary & group income protectionPrivate Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and PelotonGenerous family-friendly policiesIncentives refer a friend schemePerkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perksAccess to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasingAbout 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 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 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. When you provide us with this information, you are doing so at your own consent, with full knowledge that we will process this personal data in accordance with our Privacy Notice. By submitting your application, you agree that Starling will collect your personal data for recruiting and related purposes. 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