Retail Overdraft Solutions Lead

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.

Lead the proposition of one of Starling's most impactful financial products. Starling's award-winning current account is the bank's flagship offering, and our overdraft product is a vital extension of that service, providing customers with a flexible safety net when they need it most. As the Retail Overdraft Solutions Owner, you'll be responsible for managing and enhancing a core retail lending product that balances commercial performance with customer outcomes.

In this role, you'll lead the day-to-day oversight of the overdraft proposition supporting continuous improvements, customer management, and the development of future enhancements. Your goal is to ensure Starling continues to offer a simple, transparent and sustainable overdraft product that customers trust and value.

You'll be part of the Personal Current Accounts Solutions team within the wider retail banking function, working closely with colleagues across Risk, Finance, Product, and Engineering. You'll be able to influence at all levels, bring commercial clarity, and take accountability for the product's P&L, Balance Sheet, and risk obligations.

If you're looking to shape a product that makes a meaningful difference to customers' financial resilience, while driving commercial success in a mission led organisation, this is your opportunity.

Key Responsibilities Include:

• Managing and improving the proposition
• Directly manage retail overdrafts, to ensure the product operates as expected
• Work alongside the Head of the team to identify and deliver enhancements, to ensure that the Starling account is the overdraft customers' account of choice
• Delivering world-class customer experience
• Work closely with technology and product owners to ensure that customer journeys continue to deliver world-class customer experience
• Monitor operational performance and collaborate with relevant teams to help address any pain points, whilst driving continuous improvements
• Collaboration & Matrix Management
• Work cross-functionally with different teams influence decision making and achieve shared objectives
• Create partnerships with Credit Risk and Financial Support teams to ensure that overdrafts work optimally for customers across the product lifecycle, including customers in or approaching arrears
• Customer Advocacy
• Act as the voice of the customer within the business, to ensure overdrafts address customer needs
• Partner with marketing teams to effectively promote the overdraft to the right audiences that may benefit from its usage
• Regulatory Compliance & Risk Management
• Work with risk and compliance teams to ensure overdrafts meet regulatory requirements, deliver good customer outcomes and align with Starling's risk appetite
• Manage any emerging risks and proactively identify new ones, as well as deliver strategies to mitigate these
• Defining success and measuring performance
• Review existing and identify new success metrics to track performance across different areas which may impact the product's financial performance and work closely with finance and pricing teams to embed these
• Monitor these metrics regularly and report performance and insights to leadership teams

Requirements

Key Requirements:

• Experience: Hands-on experience in managing retail overdrafts at a fintech or bank
• Track record of implementing regulatory remedies and monitoring overdraft usage and performance metrics to deliver good customer outcomes
• Deep understanding of credit, including commercial and credit risk elements

Skills:

• Deep knowledge of the UK Overdraft market dynamics, including competition, pricing and customer behavioural/usage trends
• Robust knowledge of regulations and compliance requirements, across the product life cycle, including for customers in or approaching arrears
• Excellent communication, collaboration and stakeholder management skills
• Analytical mindset with the ability to seek and interpret data to make informed decisions.

Attributes:

• Customer-focused with a passion to improve financial outcomes for customers
• Organised and able to balance multiple priorities, to ensure timely delivery at a high standard
• Tenacious and results driven, with a growth/innovation mindset

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 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.