Operational Data MI Manager

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.

Our recruitment process:

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. 

Following your application being reviewed, you can expect the below:

Stage 1 - Prescreen call with a recruiter

Stage 2 - Role related interviews

Closing date: 9am, Monday 6th January

Hybrid working: This role can be based from either Cardiff, Southampton or Manchester. The successful candidate will spend at least 10 days per month in the office with the rest of the time working from home.

About the role:

This is a brand new role, reporting into our Head of Strategy and Innovation!

The Customer Operations Data MI Manager is responsible for defining and creating Customer Operations future data state, focused on discovering and translating opportunities to create an actionable backlog that maximises efficiency (discovery of the “what”), using data to drive decision making (informing the “how”). A key element will also include creating a sustainable data visualisation framework, connecting Customer Operational data together and improving our data literacy, effectively bringing data to life across Customer Operations.

Key Accountabilities and Responsibilities:

• Responsible for the creation and execution of the Customer Operations Data Strategy
• Responsible for creating and building out data visualisation capability that is robust, scalable and reusable within and outside of Customer Operations
• Identify opportunities to reduce friction, improve efficiency, remove waste and improve colleague and customer experience with both run and change.
• Play leading role on joining up our data across Customer Operations to maximise data opportunity

• Mature Risk capability/ knowledge about data across Customer Operations
• Inspire and demonstrate innovative ways to use data to identify and execute on continuous improvement culture within Customer Operations that supports our values and aligns with the Bank’s strategy
• Create improved data literacy capability across Customer Operations
• Help develop and implement data optimisation strategies through data; Defining and executing on initiatives using data to add value and reduce friction for operational teams and customers
• Continually evaluation of Customer Operations data needs
• Ensure operational processes are followed consistently so that data is of good quality and integrity, complete and correct across Customer Operations Data
• Collaborate with stakeholders: Work closely with data and engineering teams, Customer Operations Change, and other stakeholders to understand data needs and ensure their data needs are met. 
• Stay informed on industry best practices: Keep abreast of the latest trends and technologies in Operational data optimisation and data management to ensure the Customer Operations remains fit for purpose and data led.
• Deliver on Starling values promise

Behaviours & Competencies:

• Inspires and demonstrates Innovative and test and learn culture focused on continuous improvement concepts and practices
• Broader thinking and bringing ideas and challenging normal business practices looking for innovative and sustainable ways of working 
• Ability to work in a fast paced organisation, in an environment where things change regularly.
• A positive can-do attitude, and experience with collaborating and engaging with stakeholders across the organisation.

Skills:

• Ability to effectively influence Customer Operations leadership teams (and Beyond), building effective working relations, in the pursuit of bringing data to life, maximising efficiency and using data to drive decision making.
• Be a data champion and bring data to life within Customer Operations
• Business Process Data Analysis Skills: You have an understanding of data analysis techniques, and can use these to identify areas for improvements and run tests on operational processes to improve them
• Data Visualisation: Expert in using Looker and Google Sheets you can create visually impactful reports that make complex data easy to understand. 
• Curiosity and Problem-Solving: You enjoy tackling difficult problems and are always eager to learn new skills and tools to improve your work.
• Ability to bring new ways of thinking and working to life, for good across customer operations and beyond
• Effective leadership and coaching skills
• Ability to inspire, motivate and build morale within and beyond Customer Operations
• Balance Risk and reward
• Quick Learner: You adapt quickly to new tools and environments, always eager to expand your skillset and stay ahead of industry trends.
• Team Collaboration: You thrive in a collaborative setting, contributing your expertise while valuing the perspectives of others.
• Clear Communication: You can translate complex data into meaningful insights and communicate them effectively to both technical and non-technical audiences.
• Collaborative mindset: You are skilled at building strong relationships, delivering insightful presentations, and ability to influence at all levels

• 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. 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.