Analyst - Customer Journey Mapping

Barclays; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Barclays UK is seeking an Analyst – Customer Journey Mapping to map end-to-end journeys for Business Banking customers, spanning awareness to advocacy. You will synthesize customer data, insights and process flows to identify opportunities that improve experience, efficiency and controls, aligned with Barclays transformation strategy.

Location options include Canary Wharf or Knutsford; you’ll collaborate across Product, Fulfilment and Servicing teams, applying UI/UX and process-mapping tools to

Qualifications

• Proven experience in customer-centric process mapping and modelling.
• Expert level proficiency in Figma (UI/UX design) and Blueworks Live (process mapping).
• Experience integrating multiple journey variant maps into a consolidated view.

Responsibilities

• Identification and analysis of business problems and client requirements.
• Development of business requirements addressing problems and opportunities.
• Collaboration with stakeholders to ensure proposed solutions meet needs.
• Support the creation of business cases justifying investment in proposed solutions.
• Conduct feasibility studies to determine viability of proposed solutions.
• Support the creation of reports on project progress to ensure on-time delivery within budget.
• Create operational and process designs to meet scope.
• Support change management with traceability matrices to embed new policies.

Skills

Customer journey mapping

Figma

Blueworks Live

Stakeholder collaboration

Tools

Figma

Blueworks Live

Salesforce

Celonis

Power BI

Job description

Join us as an Analyst - Customer Journey Mapping where you 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. This will involve bringing together customer data, insights, and operational process flows to identify opportunities that drive measurable improvements in customer experience, operational efficiency, and control effectiveness, in alignment with Barclays’ transformation strategy.

To be Successful as an Analyst – Customer Journey Mapping you should have:

• Proven experience in customer-centric process mapping and modelling experience
• Expert level proficiency in Figma (UI/UX design) and Blueworks Live (process mapping)
• Experience Integrating multiple journey variant maps to provide a consolidated view of related customer journeys.
• Excellent communication and collaboration skills, with the ability to interpret and align banking terminology across Product, Fulfilment, and Servicing teams within customer journey maps.

Some other highly valued skills may include:

• Prior experience of working in Banking and Financial services
• Prior experience of working in / with; agile transformation environments and customer experience / product teams.
• Familiarity with tools like Salesforce, Celonis, and Power BI for workflow and performance optimization.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills

This role will be located in Canary Wharf, 1 Churchill Place or Knutsford, Radbroke Hall.

Purpose of the role

To support the organisation, achieve its strategic objectives by the identification of business requirements and solutions that address business problems and opportunities.

Accountabilities

• Identification and analysis of business problems and client requirements that require change within the organisation.
• Development of business requirements that will address business problems and opportunities.
• Collaboration with stakeholders to ensure that proposed solutions meet their needs and expectations.
• Support the creation of business cases that justify investment in proposed solutions.
• Conduct feasibility studies to determine the viability of proposed solutions.
• Support the creation of reports on project progress to ensure proposed solutions are delivered on time and within budget.
• Creation of operational design and process design to ensure that proposed solutions are delivered within the agreed scope.
• Support to change management activities, including development of a traceability matrix to ensure proposed solutions are successfully implemented and embedded in the organisation.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your workand areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.