Starling Bank

Service Data Analyst – Engine

Starling Bank

full-time

Posted on:

Location Type: Hybrid

Location: London • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

Tech Stack

CloudGrafanaTableau

About the role

  • Collect, clean, and analyse service data across ticketing, monitoring, and other internal systems.
  • Identify trends in incidents, changes, requests, and SLAs to highlight root causes and recurring themes. Produce clear and insightful performance dashboards for leadership and clients.
  • Support predictive analysis (e.g., identifying at-risk clients or services through historical patterns).
  • Closely monitor API performance metrics and availability trends to ensure compliance with SLA targets, proactively escalating deviations to internal teams to avoid any breaches.
  • Define and maintain consistent service metrics, KPIs, and reporting standards across the service desk. Supporting the service reporting cadence (ad-hoc, weekly, monthly, quarterly), ensuring accuracy and completeness. Govern SLA adherence, change success rates, performance, availability, and customer satisfaction tracking.
  • Partner with internal teams to drive root cause and trend analysis.Proactively identify areas for improvement based on data insights (e.g., automation opportunities, workflow optimisations).
  • Support Service Improvement Plans (SIPs) and track the impact of implemented actions. Present actionable recommendations backed by metrics and measurable outcomes.
  • Maintain data integrity across multiple platforms and ticketing systems. Contribute to the enhancement of service reporting tools (Power BI, Looker, Confluence dashboards). Document data sources, metric definitions, and methodologies for transparency.
  • Collaborate with internal teams across engine and senior stakeholders to align metrics and priorities. Provide insights for client service reviews and executive reporting packs. Support governance reviews and audits with evidence-based data.

Requirements

  • - Proven analytical ability with strong data interpretation and storytelling skills.
  • - Advanced Excel or BI experience (Power BI, Tableau, Looker, or Google Data Studio are beneficial).
  • - Understanding of service management processes (Incident, Problem, Change, CSI).
  • - Experience in service performance reporting or governance within SaaS, fintech, or cloud environments.
  • - Strong attention to detail, accuracy, and presentation quality.
  • - Excellent communication and stakeholder management skills — able to translate complex data into clear business messages.
  • - Technical curiosity and understanding of service monitoring tools (Instana, Datadog, Grafana, etc. are beneficial)
  • **Behaviours & Competencies:**
  • - Data-driven mindset with curiosity to uncover trends and correlations.
  • - Ability to work autonomously and manage multiple reporting priorities.
  • - Collaborative and adaptable communication style across technical and non-technical stakeholders.
  • - Commitment to continuous improvement and operational excellence.
  • - Professional integrity and passion for delivering reliable, transparent service insights.
Benefits
  • - 33 days holiday (including public holidays, which you can take when it 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data analysispredictive analysisservice metricsKPI reportingdata integrityservice performance reportingincident managementchange managementservice improvement plansdata interpretation
Soft skills
analytical abilityattention to detailcommunication skillsstakeholder managementcollaborative communicationadaptabilitycuriosityautonomycommitment to improvementprofessional integrity