At a Glance
- Tasks: Lead the design and optimisation of customer strategies in financial assistance.
- Company: Join Starling, a forward-thinking digital bank on a mission for fairer banking.
- Benefits: Enjoy competitive salary, private medical insurance, and generous holiday allowances.
- Other info: Flexible hybrid working and a culture that values diversity and inclusion.
- Why this job: Make a real impact on banking while working in a supportive, innovative environment.
- Qualifications: Experience in collections or credit risk within UK retail banking is essential.
The predicted salary is between 60000 - 75000 € per year.
Location: Cardiff & Manchester
Reporting to: Head of Customer Strategy
Closing date: Friday 22nd June 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, between the hours of 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 Strategy & Analytics Lead is responsible for the end-to-end design, implementation, and optimisation of customer strategies across the Customer in Financial Difficulty (CiFD) life cycle. This role combines technical analysis with strategy development to ensure customer treatments are effective, compliant, and deliver fair outcomes in line with Consumer Duty and the Bank’s risk appetite.
Responsibilities:
- Strategy Development & Ownership: Own and develop end-to-end collections strategies, including drafting and maintaining 1LOD policies and procedures to meet evolving business needs.
- Analytical Skills: Design, develop, and manage models and customer segmentation frameworks to enable differentiated, insight-led treatment strategies.
- Strategy & Portfolio Monitoring: Deliver high-quality portfolio insights (e.g., roll rates, cure rates), identifying trends, risks, and macroeconomic patterns to inform proactive strategy enhancements.
- Regulatory Compliance: Ensure all strategies, policies, and analytical models comply with FCA regulatory expectations, Model Risk Management frameworks, and Consumer Duty requirements.
- Continuous Improvement: Conduct gap analyses and process reviews to identify areas for improvement, championing a culture of continuous enhancement in customer treatments.
- Stakeholder Management: Translate complex analytical outputs and data into clear, actionable recommendations for senior stakeholders and decision forums.
Technical Experience
- Proven experience in Collections, Recoveries, Credit Risk, or Financial Assistance within a UK retail banking environment.
- Experience in managing large, complex datasets and developing analytical or predictive models.
- Deep understanding of the Customers in Financial Difficulty (CiFD) journey, including pre-arrears, forbearance, default, and recovery processes.
- Experience using a Data Visualisation tool.
Skills & Competencies:
- Data Proficiency: Ability to translate data into meaningful reports with high attention to detail.
- Strategic Thinking: Experience in designing and implementing end-to-end strategies and segmentation design.
- Communication: Excellent stakeholder management skills with the ability to influence senior decision-makers.
- Regulatory Knowledge: Strong familiarity with FCA expectations regarding Collections, Recoveries, and Consumer Duty.
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) leasing
Our 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.
Financial Assistance (Collections) Customer Strategy and Analytics Lead in Cardiff employer: Starling Bank Limited
At Starling, we pride ourselves on being a forward-thinking digital bank that values innovation, collaboration, and inclusivity. Our Cardiff and Manchester locations offer a vibrant work culture where employees are empowered to make impactful decisions, supported by comprehensive benefits and a commitment to professional growth. Join us to be part of a team that is dedicated to transforming banking for the better, while enjoying flexible working arrangements and a strong focus on employee well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Financial Assistance (Collections) Customer Strategy and Analytics Lead in Cardiff
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their mission and how your skills align with their goals. This will help you stand out as someone who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience in collections and analytics makes you the perfect fit for the role. Keep it concise and focus on how you can contribute to their customer strategy.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Financial Assistance (Collections) Customer Strategy and Analytics Lead in Cardiff
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Financial Assistance (Collections) Customer Strategy and Analytics Lead role. Highlight your relevant experience in collections, credit risk, and any analytical skills that align with what we're looking for.
Showcase Your Analytical Skills:Since this role involves a lot of data analysis, be sure to include examples of how you've used data to drive decisions or improve processes in your previous roles. We love seeing how you can turn numbers into actionable insights!
Emphasise Your Stakeholder Management Experience:Communication is key! Share instances where you've successfully influenced senior stakeholders or translated complex data into clear recommendations. This will show us that you can effectively manage relationships and drive strategy.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way to ensure it gets to the right people. Plus, you'll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Starling Bank Limited
✨Know Your Numbers
As a Financial Assistance (Collections) Customer Strategy and Analytics Lead, you'll need to demonstrate your analytical skills. Brush up on key metrics like roll rates and cure rates, and be ready to discuss how you've used data to inform strategy in previous roles.
✨Understand the Customer Journey
Familiarise yourself with the Customers in Financial Difficulty (CiFD) journey. Be prepared to explain how you would approach pre-arrears, forbearance, and recovery processes, showcasing your understanding of the challenges customers face and how to address them effectively.
✨Showcase Your Strategic Thinking
Starling values strategic thinking, so come equipped with examples of how you've designed and implemented end-to-end strategies in the past. Highlight your experience in developing segmentation frameworks and how they led to improved customer outcomes.
✨Communicate Clearly
Strong communication skills are essential for this role. Practice translating complex analytical outputs into clear, actionable recommendations. Think about how you can influence senior stakeholders with your insights and ensure your points are concise and impactful.
