Analyst – Customer Journey Mapping

Service Design Jobs; Greater London; Hybride; GBP 50 000 - 70 000; Plein temps

Résumé du poste

Barclays is seeking an Analyst – Customer Journey Mapping to map end-to-end journeys for Barclays UK Business Banking customers, leveraging customer data, insights and process flows to identify opportunities for experience and efficiency gains. The role requires expert process mapping tools experience (Figma, Blueworks Live) and the ability to consolidate multiple journey variants into a single view.

Location options include Canary Wharf or Knutsford, with emphasis on risk, controls, and agile

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

Process mapping

Figma

Blueworks Live

Journey mapping

Outils

Salesforce

Celonis

Power BI

Description du poste

Barclays Change

Change leads and oversees transformational change initiatives at Barclays. Your role will involve managing projects and programs that drive strategic improvements and ensure successful implementation of change across the organization.

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 timed 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.

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 39 countries and employing around 100,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.

To find out more about Barclays’ strategy please click here.

We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.

This role may be subject to enhanced governance arrangements. If successful, you may be required to comply with additional regulatory and compliance obligations, such as disclosure of personal trading activities and external interest/affiliations.

Further information on these requirements will be provided at a later stage of the process.

Reasonable adjustment

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

This is Barclays London

Our global HQ is in Canary Wharf, at the heart of London’s financial district. There are over 10,000 colleagues here – a hugely diverse workforce made up of the world’s best financial and tech talent. If you love the buzz of city life, this is the place to be.

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You can learn more about our commitment to our colleague on our Inclusion and Opportunities page.

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