Customer Journey Manager

Jobtailor; St Helier; On-site; GBP 35,000 - 60,000; Full time

Job summary

Jobtailor is seeking a mid-level Business Analyst to drive data-driven improvements across customer journeys for corporate clients in the UK. You will partner with Product, Experience Design, Engineering, and operations to shape end-to-end experiences and leverage insights to improve outcomes for customers and colleagues.

The role emphasizes combining qualitative and quantitative analysis to inform decisions and prioritise initiatives that deliver measurable business performance.

Qualifications

• Minimum of 2 years analysing and interpreting data from various sources.
• Experience using structured approaches such as process mapping, root cause analysis, and problem solving based on hypotheses.
• Experience gathering, documenting and refining business requirements through engagement with stakeholders.
• Ability to build trusted relationships, influence collaborators, and drive alignment across teams.
• Experience using customer and colleague insight to support improvements in products, processes, or services.
• Financial services experience is desirable but not mandatory; strong experience working with corporate clients and complex business needs will be equally valued.

Responsibilities

• Craft outstanding experiences for customers and colleagues.
• Work closely with Product Owners and cross-functional teams.
• Use data, insights, and advanced business analysis techniques to understand journey performance.
• Shape and optimise customer journeys that support the evolving needs of business and corporate customers.
• Ensure customer needs remain central to decision-making by using both qualitative and quantitative insights.
• Collaborating with Product, Experience Design, Engineering, and operational teams to build seamless end-to-end experiences.
• Support continuous improvement by defining problems, evaluating options, and crafting recommendations that improve customer outcomes, colleague experiences, and business performance.

Skills

Data analysis

Data interpretation

Process mapping

Root cause analysis

Stakeholder engagement

Hypothesis testing

Requirements documentation

Job description

• Craft outstanding experiences for customers and colleagues
• Work closely with Product Owners and cross-functional teams
• Use data, insights, and advanced business analysis techniques to understand journey performance
• Shape and optimise customer journeys that support the evolving needs of business and corporate customers
• Ensure customer needs remain central to decision-making by using both qualitative and quantitative insights
• Collaborating with Product, Experience Design, Engineering, and operational teams to build seamless end-to-end experiences
• Support continuous improvement by defining problems, evaluating options, and crafting recommendations that improve customer outcomes, colleague experiences, and business performance

Requirements

• Minimum of 2 years analysing and interpreting data from various sources
• Experience using structured approaches such as process mapping, root cause analysis, and problem solving based on hypotheses
• Experience gathering, documenting and refining business requirements through engagement with stakeholders
• Ability to build trusted relationships, influence collaborators, and drive alignment across teams
• Experience using customer and colleague insight to support improvements in products, processes, or services
• Financial services experience is desirable but not mandatory; strong experience working with corporate clients and complex business needs will be equally valued.

Core Competencies

Demonstrates expertise in data analysis and business insights to enhance customer journeys and improve business performance. Skilled in collaborating with cross-functional teams to drive alignment and optimize processes based on qualitative and quantitative insights.

Highest-signal resume keywords

• Data Analysis
• Process Mapping
• Root Cause Analysis
• Stakeholder Engagement
• Customer Journey Optimization

ATS Optimization Keywords

Hard Skills

• Data Interpretation
• Business Analysis Techniques
• Problem Solving
• Requirements Documentation
• Hypothesis Testing

Soft Skills

• Relationship Building
• Influencing Collaborators
• Driving Alignment

Industry Keywords

• Financial Services
• Corporate Clients
• Business Needs