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 commitment to 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 Manchester 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 not only strives for excellence but also prioritises the well-being of our customers and colleagues alike.
StudySmarter Expert Advice🤫
We think this is how you could land Financial Assistance (Collections) Customer Strategy and Analytics Lead in Manchester
✨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. Starling is all about fairness and innovation, so think about how your skills align with their mission and be ready to share examples that showcase this.
✨Tip Number 3
Practice your pitch! Be clear and concise about your experience and what you bring to the table. Tailor your message to highlight your analytical skills and understanding of customer strategies, especially in financial assistance.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the Starling team.
We think you need these skills to ace Financial Assistance (Collections) Customer Strategy and Analytics Lead in Manchester
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 customer strategy to show us you’re the perfect fit!
Show Off Your Analytical Skills:Since this role involves a lot of data analysis, don’t shy away from showcasing your analytical skills. Include examples of how you've used data to drive decisions or improve processes in your previous roles. We love seeing those numbers!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon where possible. We appreciate a well-structured application that gets straight to the heart of your qualifications and experiences.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
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 different stages, from pre-arrears to recovery, and how your strategies can ensure fair outcomes for customers.
✨Showcase Your Stakeholder Skills
Starling values strong communication and stakeholder management. Think of examples where you've successfully influenced senior decision-makers with your insights. Practice articulating complex data in a clear and actionable way.
✨Align with Starling's Values
Make sure you understand Starling's core values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim for Greatness. Prepare to discuss how these values resonate with you and how you’ve embodied them in your work.
