Service Data Analyst - Engine 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.

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.

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.

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…