Raylo on cord

Raylo

Operations Strategy Manager

External position
Belfast, UK
Hiring internally for Raylo?
FinTech · E-Commerce · Consumer Goods
Raylo is the world's fastest-growing subscription infrastructure for electronics brands.
Active
a month ago
Posted
2 days ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: Business Operations
Experience level: Mid, Senior, Lead
Core skills considered: Business Analysis, Project Management, Customer service, Customer support, Data Analysis
Other skills considered: Communication software, Customer feedback management, Stakeholder Management, Escalations handling, CRM

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid (up to 1 remote day p/w)
Visa sponsorship: Not available

Job Description

What You'll Do

  • Own what Wow CX means at Raylo. Define the standard for a great interaction, hold every team (human or AI) to it, and be the escalation point and voice of the customer in cross-functional decisions, including product and engineering prioritisation.
  • Run the NPS programme end to end. Own the survey infrastructure, run weekly and monthly analysis of headline scores, journey trends and verbatim themes, and turn that insight into decisions rather than a scorecard.
  • Anticipate pain points early. Monitor feedback across Trustpilot, Intercom and NPS verbatims, quantify the cost of what you find, and build the business case for fixing it.
  • Own operational mass comms governance. Audit, edit and govern the CX and service comms Raylo sends at scale, across customer.io and Fin: delivery updates, lifecycle messages, NPS surveys and Fin-driven support comms.
  • Triage and project manage major CX projects and issues. Take ownership of live projects and issues end to end: root cause, fix, communication and close-out, coordinating internal teams as needed.
  • Set the global CX standard. As Raylo launches into new markets, starting with the US, define what consistent CX means across markets and across our full device range, and build the standards and playbooks that stop quality slipping as we scale.
  • Test CX systematically, not just react to it. Design and run structured testing across key customer journeys, including AI-handled paths, so we catch gaps before customers do.
  • Look outside Raylo for the bar to beat. Study best-in-class CX from other industries (retail, travel, banking, hospitality) and bring back what's genuinely applicable, not just what other subscription businesses are doing.

You'll Succeed With

  • 3-7 years' experience in a customer experience, operations or strategy role, ideally with time in a scaleup, consulting or FMCG environment where you had direct exposure to the customer insights and worked at pace.
  • Degree level education, ideally in a STEM or analytical discipline.
  • A genuine, sustained curiosity about the customer. You notice pain points before they're reported, and you can't walk past a broken journey without wanting to fix it.
  • Comfortable building the case for change. You can take a messy problem, quantify it, and write a business case that gets funded and shipped, not just noticed.
  • Some hands-on experience with a marketing automation or comms platform. You've built, audited or governed comms sent at scale on a marketing automation platform, Customer.io experience is a strong plus, since that's our stack, but not required.
  • Strong analytical skills. Confident in Excel or Google Sheets and tools like Looker, with the ability to pull data, find the root cause and write it up clearly. SQL experience is a plus; if you're not there yet, you'll get there quickly.
  • Deep curiosity and fluency with frontier AI tools. You use Claude or ChatGPT daily, and have a view on how AI changes customer experience and support over the next few years.
  • Project management experience. You can run several cross-functional issues at once, keep momentum, and know when to escalate versus when to push through.
  • Strong communication skills. You're comfortable flagging issues early, explaining things clearly, and adapting your style depending on who you're talking to, from frontline teams to leadership.
  • Comfort with ambiguity. This is a build-as-you-go role in a business moving from UK to global. You'll often be deciding what standard to set, not just following one.

Company Benefits

🚀 Fast-track your career – 40% of our employees are promoted every review cycle (bi-annually)

📱 Exclusive Raylo device lease for employees

🏥 Private Medical Insurance

📈 Stock options for all employees

📚 L&D budget to support the skills you value

🏢 Hybrid working model

🌴 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you

👶 Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months.

🧸 Workplace nursery scheme for major cost savings

Operations Strategy Manager at Raylo
Position posted 2 days ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! 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.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

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, 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.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • 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
  • Varied social groups set up and run by our employees
  • 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

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
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