Financial Assistance Data, Modelling & Analytics Specialist

Location: Cardiff & Manchester

Reporting to: Financial Assistance Strategy Lead

Closing date: Tuesday, 28th April 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 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 Financial Assistance Data, Modelling & Analytics Specialist is responsible for delivering high-quality portfolio, customer, and strategy insights across the Customer in Financial Difficulty (CiFD) cycle. The role provides analytical leadership across segmentation, customer treatment monitoring, model development and management, and the identification of customer behaviours, patterns, and trends to inform evidence-based strategy and decision-making.

The role plays a critical part in ensuring that CiFD customer strategies are effective, compliant, fair, and deliver good customer outcomes in line with Consumer Duty, regulatory expectations, and the Bank’s risk appetite

Key Accountabilities Include:

• Deliver portfolio and strategy performance insights across the CIFD journey, identifying trends, risks, and opportunities to optimise outcomes
• Monitor the effectiveness, fairness, and outcomes of customer treatments, including vulnerable customer cohorts, in line with Consumer Duty and FCA expectations.
• Develop and maintain customer segmentation frameworks to enable differentiated, insight-led CiFD customer strategies strategies
• Design, develop, manage, and monitor analytical and predictive models supporting decision-making across the CiFD journey
• Identify customer behaviours, patterns, and macroeconomic trends to inform proactive strategy and treatment enhancements
• Translate complex analytical outputs into clear, actionable recommendations for senior stakeholders and decision forums
• Ensure all analytics and modelling activity complies with data governance, model risk management, and regulatory requirements

Competencies & Skills:

• Strong experience in data, analytics, or modelling within Collections, Recoveries, Credit Risk, or Financial Assistance in a UK retail banking environment
• Proven experience delivering portfolio and strategy insights using large, complex datasets
• Experience developing and managing analytical or predictive models
• Strong understanding of pre-arrears, customer arrears, forbearance, default, and recovery processes
• Ability to translate complex analysis into clear, actionable insight for senior stakeholders.
• Strong stakeholder management and communication skills
• Knowledge of FCA regulatory expectations relating to Collections & Recoveries and Consumer Duty
• Experience with segmentation design and behavioural analytics
• Exposure to vulnerability analytics or outcomes testing
• Familiarity with Model Risk Management frameworks

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) leasingOur 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.