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Financial Assistance Customer Strategy and Analytics Lead (Collections)

Posted 8 hours 12 minutes ago by Deepstreamtech

Permanent

Full Time

Other

South Glamorgan, Cardiff, United Kingdom

Job Description

Requirements

Proven experience in Collections, Recoveries, Credit Risk, or Financial Assistance within a UK retail banking environment
Experience in managing large, complex datasets and developing analytical or predictive models
Deep understanding of the Customers in Financial Difficulty (CiFD) journey, including pre-arrears, forbearance, default, and recovery processes
Experience using a Data Visualisation tool
Data Proficiency: Ability to translate data into meaningful reports with high attention to detail
Strategic Thinking: Experience in designing and implementing end-to-end strategies and segmentation design
Communication: Excellent stakeholder management skills with the ability to influence senior decision-makers
Regulatory Knowledge: Strong familiarity with FCA expectations regarding Collections, Recoveries, and Consumer Duty

What the job involves

Reporting to: Head of Customer Strategy
Working Hours: You will work a 37.5 hour week, Monday - Friday, between the hours of 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 Strategy & Analytics Lead is responsible for the end-to-end design, implementation, and optimisation of customer strategies across the Customer in Financial Difficulty (CiFD) life cycle
This role combines technical analysis with strategy development to ensure customer treatments are effective, compliant, and deliver fair outcomes in line with Consumer Duty and the Bank's risk appetite
Strategy Development & Ownership: Own and develop end-to-end collections strategies, including drafting and maintaining 1LOD policies and procedures to meet evolving business needs
Analytical Skills: Design, develop, and manage models and customer segmentation frameworks to enable differentiated, insight-led treatment strategies
Strategy & Portfolio Monitoring: Deliver high-quality portfolio insights (e.g., roll rates, cure rates), identifying trends, risks, and macroeconomic patterns to inform proactive strategy enhancements
Regulatory Compliance: Ensure all strategies, policies, and analytical models comply with FCA regulatory expectations, Model Risk Management frameworks, and Consumer Duty requirements
Continuous Improvement: Conduct gap analyses and process reviews to identify areas for improvement, championing a culture of continuous enhancement in customer treatments
Stakeholder Management: Translate complex analytical outputs and data into clear, actionable recommendations for senior stakeholders and decision forums