Job Description
Location: Cardiff & Southampton
Reporting to: Head of Operations Performance and Analytics
Closing date: Tuesday, 5th May at 5pm
About Starling
At Starling, we are on a mission to provide people with a fairer, smarter, and more human alternative to traditional banks. We are building a leading digital bank, driven by fast technology, fair service, and honest values. Our vision is to create a banking industry that serves everyone, which we accomplish by developing best-in-class proprietary technology, offering an exceptional customer experience, and establishing a strong, sustainable business.
Our five core values – Listen, Keep It Simple, Do The Right Thing, Own It, and Aim for Greatness – are at the heart of everything we do, guiding our strategy and shaping our culture. We’re a branchless, largely paperless bank, committed to responsible banking, sustainability, and fostering an inclusive environment where everyone can thrive.
Working Hours: You will work a 37.5 hour week, Monday - Friday, 9am - 5:30pm
Hybrid working: All Starling colleagues spend a minimum of 10 days per month in the office with flexibility to work the rest from home.
The Opportunity
The MI and Insights Lead is responsible for developing and delivering key management information and insights to support business objectives. The role involves gathering data from both standard and non-standard sources, analysing trends, and producing actionable value add insights that drive decision-making, improve performance, and enhance operational effectiveness.
Key Responsibilities
Provide analysis and actionable insights that drive and improve business decisions.
Provide insights into performance, trends and key metrics across the function.
Process Improvement:
- Identify opportunities to optimise business strategies and processes through data-driven insights.
- Collaborate with all stakeholders to implement process improvements and monitor the impact.
Stakeholder Engagement:
Work closely with operational teams to understand their information needs and provide tailored insights.
Build effective relationships with stakeholders to ensure collaboration and effective prioritisation.
Compliance and Risk Management:
Ensure all data handling and reporting activities comply with relevant regulations, such as GDPR, and internal data governance policies.
Identify and report any data quality or compliance issues.
Drive customer and colleague understanding through analysis of behaviours, touchpoints, and journeys.
Collect, analyse, and report insights to shape efficient customer and colleague strategies.
Communicate findings clearly to stakeholders through storytelling and simplification of complex data.
Enable informed, strategic decision-making with timely and relevant insights.
Support colleague utilisation, performance management, and engagement through workforce insights
Experience
- Strong reporting and analytical skills, ideally with Looker, Looker Studio, Google Sheets and Apps Script or similar.
- Experience in data analysis, statistical methods, and data visualisation tools (e.g. Power BI, Tableau).
- Proficient in data analysis tools such as SQL, Python, or R.
- Knowledge of data privacy and compliance regulations (e.g. GDPR).
- Understanding of working in a regulated financial services industry.
- Inquisitive mind with proven analytical skills – able to translate MI, trends and analysis into storytelling and action.
- Stakeholder management – able to work effectively with key business and client Stakeholders.
- Proven presentation skills- both verbal and written.
- Agile change delivery.
- Experience of working in large organisations.
- Previous customer journey and operational management experience.
Behaviours
- Excellent communication skills to convey complex information to non-technical stakeholders.
- Effective stakeholder management.
- Ability to work independently and collaboratively within a team.
- Attention to detail and a strong focus on data quality and accuracy.
- Understand trends and abnormalities and find out why it’s happening.
- Have an inquisitive mind
- Demonstrates the Starling Values - Listen, Do The Right Thing, Keep It Simple, Own It, Aim For Greatness
Why Join Starling?
Make an Impact: Work on projects that directly shape the future of banking and improve the financial lives of our customers. Starling is technology-led, and you’ll have the freedom to accomplish your goals in innovative ways.
Culture of Excellence: Be part of a collaborative, empowered, and forward-thinking team. We encourage experimentation, ownership, and a relentless focus on “doing the right thing.”
Growth and Development: We are committed to your professional growth, offering opportunities to learn new technologies, take on new challenges, and own interesting things from day one.
A Bank That Cares: We’re a Living Wage employer, committed to flexible working, and dedicated to creating a fair, open, and safe working environment with compassion and inclusion at its core.
Comprehensive Benefits: We offer a competitive salary and a comprehensive benefits package, including:
- Company-enhanced salary sacrifice pension scheme (7% employer contribution)
- Private Medical Insurance with Vitality including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton.
- 25 days holiday (plus take your public holiday allowance whenever works best for you)
- An extra day’s holiday for your birthday
- Life Insurance at 4x your salary.
- 16 hours of paid volunteering time a year.
- Ability to buy or sell annual leave.
- Generous family-friendly policies.
- Annual leave is increased with length of service, and you can choose to buy or sell up to five extra days off
- Incentivised 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) leasingOur Commitment to Equality
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. 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 Bank will collect your personal data for recruiting and related purposes. Our Privacy Notice explains what personal information we will process, where we will process your personal information, its purposes for processing your personal information, and the rights you can exercise over our use of your personal information.
