Customer Operations MI Analysis Lead
Starling Bank, United Kingdom
Job Description
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.
Closing date: Thursday 21st March, 5pm
About the role:
Starling Bank has ambitious growth plans and in line with that strategic priority, using data to provide an insight of the department’s performance against the critical measures of success will allow Customer Operations to continue providing great customer outcomes in a sustainable manner.
We are evolving and this is a new role that is part of a recently created team within Customer Operations which is introducing new ways of working.The Customer Operations department is Starling’s primary point of interaction for customers at every stage of their relationship with the bank.
The role holder will work closely with the Heads of Department within Customer Operations and report to the Quality Control amp; MI Analysis Manager, providing effective assurance of our success across quality, competence and actionable insights to the critical measures of success, including the departments responsibilities within Consumer Duty.
The Customer Operations MI Analysis Lead will ensure that MI and related insights are provided in a way which carefully considers the needs of Starling Bank’s values, colleague development, the requirements of regulatory oversight, all with the Bank’s objective of delivering great customer outcomes as a priority at heart.
The individual will make use of Management Information from multiple data sources to understand the effectiveness of activities. Their insight will inform trend analysis of departmental performance and targeted remedial activities.
We are looking for individuals who are able to articulate the story which data are showing, including to stakeholders with differing priorities. You should be able to infer trends and arising issues from the data in a way which supports the department’s strategic goals and customer needs. This includes the production of MI packs for distribution.
Working arrangements: This role will work Monday - Friday 9:00 - 17:30. The successful candidate can be based within commutable distance to either Cardiff, London, Southampton or Manchester. Travel across all sites will be required.
Responsibilities
- Produce regular MI Insight packs which highlight trends and emerging issues.
- Handle data from multiple sources and in large volumes.
- Suggest changes to the business to further improve performance against objectives
- Present analysis to Heads of Departments.
- Infer data with the great customer outcomes in mind.
Requirements
- Strong analytical skills with the ability to understand and explain cause and effect.
- Experience handling data from across multiple sources.
- Ability to use spreadsheet software and Looker or any other comparable BI platform.
- Ability to present data to a wide variety of audiences and stakeholders.
- Comfortable to work with Senior Stakeholders including those at ‘Head of’ and Director level
- Fluent and articulate level of English and IT literacy
Behaviours amp; Competencies
- Act as a role model and be an advocate for Starling’s culture and values
- Integrity- Always do the right thing for our customers, colleagues and Starling.
- A positive can-do attitude whilst working in a changeable environment.
- Proactive, self motivated and takes ownership
- A positive can-do attitude whilst working in a changeable environment.
Experience Requirements
- Previous experience of producing new Management Information, analysis and reporting for business users
- Knowledge of Google Sheets, Excel and other Management Information tools
- Worked within a Quality Control environment (Retail)
- Good communication skills, both written, verbal and presentation
- Proven experience of stakeholder management and understanding / interpreting needs end user needs from Management Information
Benefits
- 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