# Senior Analyst - Customer Journey Mapping

**Company**: Barclays
**Location**: Noida/Gurugram
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Finance

**Apply**: https://barclays.wd3.myworkdayjobs.com/en-US/External_Career_Site_Barclays/job/Noida-Candor-TechSpace/Senior-Analyst---Customer-Journey-Mapping_JR-0000123845-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b9a7f938-1e2

## Description

We are looking for a Senior 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.

**Key Responsibilities**

**Journey & Process Design**

- Translate complex operational challenges into simplified, scalable, and digitally enabled journeys.

- Support high-impact process optimization engagements that enhance efficiency, customer experience, and risk management.

- Oversee Customer Journey mapping analyst’s output (timeliness and overall quality).

- Provide support to Analysts by providing best-practice guidance and conceptual support on journey mapping techniques, as required.

- Integrate multiple journey variant maps to provide a consolidated view of related customer journeys.

- Coordinate with stakeholders to obtain relevant data references that support effective journey visualisation.

- Develop insightful visualizations that highlight customer pain points and identify opportunities to streamline processes and improve journey efficiency.

**Tooling & Visualization**

- Use Figma, and Blueworks Live to map current and future state journeys.

- Maintain a centralised journey register and ensure traceability to customer outcomes and control requirements.

**Transformation Delivery & Governance**

- Identify automation opportunities across journeys leveraging RPA, and AI/ML models.

- Support the delivery of transformation initiatives, including business case development, benefit tracking, and stakeholder reporting.

- Ensure alignment with BUK’s transformation governance, including floorwalk showcases.

**Essential Skills and Experience**

- Experience in Target Operating Model design and customer-centric transformation delivery in Banking and financial services / Consulting / Global capability centers.

- Expert level proficiency in Figma (UI/UX design), Blueworks Live (process mapping) and MS Power point (presentation and storytelling).

- Strong analytical skills with the ability to interpret data and translate into actionable insights.

- Strong problem-solving skills to identify pain points in the customer journey.

- Excellent communication and stakeholder management skills across global and cross-functional teams.

**Preferred Skills**

- Prior experience of working in / with: agile transformation environments, Customer Experience / product teams.

- Familiarity with Design thinking concepts.

- Familiarity with automation and AI technologies (e.g. RPA - UiPath / Celonis / BluePrism / Automation Anywhere, Salesforce & Agentforce, CoPilot Studio, Amazon Bedrock GenAI).

## Skills

### Required
- Figma
- Blueworks Live
- MS Power point
- Target Operating Model design
- customer-centric transformation delivery
- analytical skills
- problem-solving skills
- communication and stakeholder management skills

### Nice to have
- agile transformation environments
- Customer Experience / product teams
- Design thinking concepts
- automation and AI technologies

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Source: [Apply at barclays.wd3.myworkdayjobs.com](https://barclays.wd3.myworkdayjobs.com/en-US/External_Career_Site_Barclays/job/Noida-Candor-TechSpace/Senior-Analyst---Customer-Journey-Mapping_JR-0000123845-1?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)