Analyst - Customer Journey Mapping

Overview

Analyst role within Barclays UK Business Banking, responsible for mapping end-to-end customer journeys across the awareness to advocacy stages, using data and insights to drive improvements in customer experience, operational efficiency and control effectiveness.

What you'll do

• Source information through SME engagement and available documentation, and convert it into detailed, integrated visual customer journey flows.
• Map journey flows at multiple defined levels of detail, ensuring all relevant journey variants are accurately captured.
• Gather key data points across multiple stages of 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 establish linkages across journey maps and enable integrated multi-journey views.
• Secure SME alignment on the mapped journeys.
• Development and implementation of strategies to improve the efficiency and effectiveness of banking operations, using data led insights.
• Participate in projects and initiatives to improve performance and optimisation efficiency and effectiveness.
• Develop reports and presentations on performance and optimisation and communicate findings to internal senior stakeholders.
• Identify industry trends and developments, and collaborate with stakeholders across the bank to provide recommendations for change and improvement.
• Develop and implement analytics and reporting on performance and optimisation to mitigate risks and maintain efficient operations.
• Identify capacity creation in operations using data and Management Information.

What you'll need

• Experience in process mapping and modelling, in banking and financial services, consulting or GCC.
• Expert level proficiency in Figma (UI/UX design).
• Expert level proficiency in Blueworks Live (process mapping).
• Excellent collaboration skills, with the ability to engage effectively with cross-functional teams across multiple geographic locations to obtain relevant data references.
• Proven ability to manage multiple priorities concurrently.
• Excellent communication skills, with the ability to interpret and align banking terminology across Product, Fulfilment and Servicing teams within customer journey maps.
• Strong analytical and problem-solving skills, with keen attention to detail.
• Ability to integrate multiple journey variant maps to provide a consolidated view of related customer journeys.

Nice to have

• Prior experience of working in or with agile transformation environments.
• Prior experience of working in or with Customer Experience or product teams.
• Familiarity with tools such as Salesforce, Celonis and Power BI for workflow and performance optimisation.

Details

• Location: Noida/Gurugram.
• You may be assessed on risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.