About Salary Finance
Working with employers, we provide a financial wellbeing platform as an employee benefit, helping employees to understand their money better, get out of debt faster and save for their future. We already have a reach of over 4,000,000 employees through our relationships with over 600 of the biggest companies in the UK.
By improving employee financial wellbeing, we have a very real and meaningful impact on people’s lives. We remove the stress and worry associated with financial difficulties by dramatically reducing the interest rates employees pay on their personal debt, and provide them with the tools needed to start saving sooner and be more financially secure. We are backed by some of the biggest brands, including investments from Blenheim Chalcot (the UK’s leading venture builder), Legal and General (the FTSE 100 insurer and asset manager), Experian and funding partnerships with JP Morgan and Blue Owl.
Launched in 2015, we have made excellent progress, and are scaling fast. We are named BITC’s Responsible Business of Year 2018, included in KPMG’s Global Fintech 100, listed top of the Forbes' list of socially-responsible startups, and profiled by the Financial Times, the Times, the Wall Street Journal, the Guardian, the Telegraph, CityAM and the Institute of Directors.
Your role in our mission
We are looking for an Operational Analyst Specialist to join our growing centralised Operations Change team. This is a primarily analytics-focused role—using data and insight to shape decisions, identify improvement opportunities, and evidence the impact of change across the whole of Operations. You will occasionally support the delivery of change initiatives when needed, but the core of the role is analytics. This role will suit someone who thrives in data, is comfortable turning complex datasets into clear operational insight, and can present findings clearly and persuasively to senior stakeholders.
What you'll do
- Own the operational MI and analytics agenda for the whole of Operations, Collections, Customer Service, Complaints, Vulnerable Customers, and any other operational function within scope.
- Build and maintain MI dashboards and reporting covering performance, quality, contact effectiveness, and customer outcome metrics. Automate routine reporting so the team spends less time producing numbers and more time acting on them.
- Deliver deep-dive analysis to identify trends, root causes, and improvement opportunities across operational functions, feeding directly into the change roadmap and business case development.
- Own the benefits tracking for the change portfolio quantifying the operational impact of delivered change and holding initiatives to the outcomes they committed to.
- Provide the data behind the decisions working with the Operations Change Manager and Leadership Team to make sure prioritisation, business cases, and post-implementation reviews are grounded in evidence, not opinion.
- Interrogate operational data to answer specific business questions from function heads and senior stakeholders, turning ambiguous requests into structured analysis.
- Monitor performance of AI and automation tools deployed across Operations evaluating accuracy, coverage, and impact, and flagging drift, bias, or edge cases to the Change & AI Specialist.
- Support the delivery of change initiatives when needed, occasionally rolling out change alongside the wider team where extra capacity is required. This is a secondary responsibility rather than the day-to-day focus.
- Develop strong governance and controls around reporting and analytics activity including audit trails, data lineage, and clear documentation of methodology and assumptions.
- Ensure compliance of analytics outputs with FCA regulations, including CONC, CCA, and Consumer Duty, particularly where reporting feeds into customer outcome monitoring.
- Present findings and insight to a range of audiences, from frontline managers to the Leadership Team, turning numbers into a clear narrative and actionable recommendations.
- Stay current with industry trends, regulatory developments, and best practices in operational analytics, MI, and financial services data.
About you
Essentials
- Strong hands-on experience in data analysis, MI, or business intelligence in an operational context, this is the core of the role.
- Operational experience, ideally in consumer credit collections, customer service, or similar FCA-regulated environments, with a track record of using data to drive continuous improvement.
- Strong analytical and problem-solving skills with the ability to structure ambiguous questions, interrogate data, and translate findings into clear recommendations.
- Clear understanding of collections and customer operations regulatory frameworks including CONC, CCA, and Consumer Duty, particularly as they apply to customer outcome monitoring.
- Excellent communication and stakeholder management skills, confident presenting insight to non-technical audiences and comfortable working collaboratively with Operations, Compliance, Risk, Legal, and Tech.
- High attention to detail and a high standard for accuracy, taking pride in data that stands up to scrutiny.
- Comfortable working in an agile, collaborative environment with a commercial mindset.
Nice to haves:
- Familiarity with Python or R for deeper analytical work.
- Proven experience building and maintaining dashboards in Power BI, Tableau, Looker, or similar, for operational or executive audiences.
- Strong SQL skills and confident working with large operational datasets and relational databases.
- Experience with statistical analysis, forecasting, or predictive modelling in an operational context.
- Exposure to change management or continuous improvement work—enough to be able to support delivery when needed.
- Experience evaluating AI or automation tool performance in production.
- Familiarity with data warehousing, ETL, or modern data stack tooling (dbt, Snowflake, BigQuery, or similar).
- Exposure to debt sale processes, forbearance tooling, or financial hardship strategy design.
Who you are
While we embrace diverse backgrounds and perspectives, we’re united by a shared mindset. We look for team members who live these values every day:
- Take Ownership: We own the entire journey and see outcomes through from start to finish
- Dig Deeper :We ask why, investigate root causes, and build solutions that last
- Stronger Together :We choose collaboration, share knowledge freely, and lift each other up
- Momentum Matters :We act with purpose, remove blockers, and default to action
- Make a Lasting Impact :We think long-term, put people before numbers, and change the system for good
What do you get for all your hard work?
- Company bonus scheme
- 25 days holiday increasing by one day for every year of service up to 30 days, plus a day off for your birthday
- Hybrid working arrangements so you can work from the office and from home with a budget to help you get set up
- Generous company benefits to include pension and life assurance and an annual allowance to spend on medical insurance, health cash plan, denplan, gym memberships
- Enhanced policies that are family and pet friendly, to include company sick pay and peternity leave
- Great career development in a fast paced environment
- Regular company socials
- Volunteer days as part of our CSR program
- More great perks to include weekly snacks, tuckshop, cycle to work, help to save and much more!
We’re looking for people that will get stuck in and make a difference. We have a great collaborative, entrepreneurial team that are passionate about what they do. If you want to join a team that is changing people’s lives for the better then we’d love to hear from you.
Learn more at salaryfinance.com
Salary Finance is proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive work environment where all employees and applicants can flourish.
If there’s anything we can do to accommodate your specific situation, please let us know.
