Job Specifications
Starling Bank is the UK's first and leading digital bank on a mission to fix banking with more than 3,000 people in our UK offices and 4 MILLION customers in the UK! 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. Now we present... Engine by Starling.
Engine by Starling is Starling's software-as-a-service (SaaS) business, the technology that was built to power Starling Bank, and over a year ago we split out as a separate business. We are on a mission to find and work with leading banks all around the world who have the ambition to build rapid growth businesses, on our technology.
This SaaS technology platform is now available to banks and financial institutions all around the world, enabling them to benefit from the innovative digital features, and efficient back-office processes that has helped achieve Starling's success.
At Engine by Starling, our technologists are at our very heart and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!
The way to thrive and shine within Engine is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, and discovering to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.
Hybrid Working
We have a Hybrid approach to working here at Engine - our preference is that you're located within a commutable distance of our London office, so that we're able to interact and collaborate in person.
About the Role
The Service Data Analyst is responsible for ensuring that service performance is transparent, data-driven, meeting our contractual SLAs with clients and continuously improving. This role combines strong analytical capability with service oversight — transforming operational data into actionable insights, ensuring consistent metric definitions, and maintaining a high standard of reporting across the service function.
Ensures that every service decision at Engine is backed by data, every metric is clearly defined, and every improvement is measurable. They transform operational data into meaningful insights, supporting governance, SLA compliance, transparency, and continuous improvements across the Service Management function.
Key Accountabilities or Responsibilities:
Service Performance & Data Analysis
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).
Service Monitoring
Closely monitor API performance metrics and availability trends to ensure compliance with SLA targets, proactively escalating deviations to internal teams to avoid any breaches.
Service Governance & Reporting
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.
Continuous Improvement & Insights
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.
Data Quality & Tooling
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.
Stakeholder Collaboration
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
About the Company
Hello, we’re Starling.
Banking was broken – so we decided to fix it. The vision? Fast technology, fair service and honest values. All at the tap of a phone, all the time.
We built Britain’s first digital bank.
One hard-won banking licence later, we set about giving people a new way to spend, save and manage their money (and take better care of the planet, too).
We’re changing banking for good.
Back then, we were obsessed with unravelling the knotty world of finance and solving people’s problems rather than selling them ...
Know more