Service Data Analyst - Engine by Starling

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 WorkingWe 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 RoleThe 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 AnalysisCollect, 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 MonitoringClosely 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 & ReportingDefine 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 & InsightsPartner 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 & ToolingMaintain 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 CollaborationCollaborate 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.RequirementsProven analytical ability with strong data interpretation and storytelling skillsAdvanced 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 environmentsStrong attention to detail, accuracy, and presentation qualityExcellent communication and stakeholder management skills — able to translate complex data into clear business messagesTechnical curiosity and understanding of service monitoring tools (Instana, Datadog, Grafana, etc. are beneficial)Behaviours & Competencies:Data-driven mindset with curiosity to uncover trends and correlationsAbility to work autonomously and manage multiple reporting prioritiesCollaborative and adaptable communication style across technical and non-technical stakeholdersCommitment to continuous improvement and operational excellenceProfessional integrity and passion for delivering reliable, transparent service insightsInterview ProcessInterviewing 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. In general you can expect the below, following a chat with one of our Talent Team:Video interview - :30 minutesFinal Interview :60 minutes Benefits33 days holiday (including public holidays, which you can take when it works best for you)An extra day's holiday for your birthdayAnnual leave is increased with length of service, and you can choose to buy or sell up to five extra days off16 hours paid volunteering time a yearSalary sacrifice, company enhanced pension schemeLife insurance at 4x your salary & group income protectionPrivate Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and PelotonGenerous family-friendly policiesIncentives refer a friend schemePerkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perksAccess to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasingAbout UsYou 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.Engine by Starling is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Engine by Starling 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 Engine by Starling and Starling 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.