Description
We are seeking an Analyst - Customer Journey Mapping to collaborate with stakeholders and use data and MI to identify process optimisation opportunities for capacity creation in relevant business areas.
The successful candidate will be part of a team responsible for mapping the end-to-end customer journey across the “awareness to advocacy” stages for Barclays UK (BUK) Business Banking customers.
Key Responsibilities
- Information sourcing and converting into detailed, integrated visual customer journey flows.
- Map journey flows at multiple levels of detail, ensuring all relevant journey variants are accurately captured.
- Gather key data points across multiple stages in the mapped journeys to generate actionable insights on customer experience and operational efficiency.
- Maintain journey map lineage through robust version control and periodic updates.
- Collaborate with other analysts to help establish linkages across journey maps and enable integrated multi-journey views.
- Securing SME alignment on the mapped journeys.
Essential Skills & Experience
- Experience in process mapping and modelling, preferably in Banking and financial services / Consulting / GCC.
- Expert level proficiency in Figma (UI/UX design) and Blueworks Live (process mapping).
- Excellent collaboration skills, with the ability to engage effectively with cross-functional teams across multiple geographic locations.
- Proven ability to manage multiple priorities concurrently.
- Excellent communication skills, with the ability to interpret and align banking terminology.
- Strong analytical and problem-solving skills, with keen attention to detail.
Preferred Skills / Experience
- Prior experience of working in / with agile transformation environments, Customer Experience / product teams.
- Familiarity with tools like Salesforce, Celonis, and Power BI for workflow and performance optimisation.