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).