Customer Journey Manager

Monzo; United Kingdom; Remote; GBP 40,000 - 55,000; Full time

Job summary

A leading financial technology firm in the UK is seeking a Customer Journey Specialist to enhance customer experiences. You'll analyze data, optimize processes, and work cross-functionally to implement improvements. Ideal candidates have experience in customer journey mapping, strong analytical skills, and effective communication abilities. This role offers flexible working hours and a competitive learning budget.

Benefits

Flexible working hours

£1,000 learning budget

Work-from-home setup support

Qualifications

• Extensive background in customer journey analysis and process optimisation.
• Strong ability to analyse complex data sets.
• Exceptional communication skills with stakeholders.

Responsibilities

• Own the analysis of data to identify improvements in customer journeys.
• Work with product teams to implement necessary changes.
• Test journey processes for compliance and customer satisfaction.

Skills

Customer journey analysis

Data interpretation

Strong communication

Process mapping expertise

Education

Bachelor's degree or relevant experience

Job description

We’re on a mission to make money work for everyone.

We’re waving goodbye to the complicated and confusing ways of traditional banking.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers!

We’re not about selling products - we want to solve problems and change lives through Monzo ️

The Customer Journey team is dedicated to mapping and optimising customer experiences across all touchpoints. Our mission is to identify pain points, ensure compliance, and create seamless processes that enhance customer satisfaction. We work closely with stakeholders in our Retail, Payments and Fraud product and ops teams whilst employing data-driven insights to deliver improvements and ensure our services excel in delivering exceptional customer value.

In this role, you'll work closely with the Customer Journey Lead and take ownership of the daily development of journey maps and identifying areas for improvement. Your day-to-day activities will involve engaging with cross-functional teams, gathering insights, and ensuring our processes align with established standards. You'll also participate in a community of practice focused on sharing knowledge and continually refining our approach to customer journeys.

As the owner of journey mapping, you will collaborate with key teams and experts to map customer journeys in accordance with established blueprints, ensuring alignment with real world processes. I will lead workshops to refine these journey maps, integrating feedback, and securing approval from service owners and stakeholders.

Ownership of Journey Mapping:

• Collaborate with key teams and experts to map customer journeys according to established blueprints, ensuring alignment with real-world processes.
• Lead workshops to refine journey maps, integrating feedback, and secure approval from service owners and stakeholders.

Identifying Opportunities:

• Own the analysis of data to identify and prioritise improvements within mapped journeys, focusing on enhancing customer experience.
• Work closely with product and operational teams to implement necessary changes and optimise Customer Experience standards.

Testing and Compliance:

• Take responsibility for testing journey processes to ensure they meet customer expectations and comply with regulations, addressing potential risks and ensuring communications are effective
• Customer Journey Experience: Extensive background in customer journey analysis, process optimisation, or a related field.
• Data Interpretation: Strong ability to analyse and interpret complex data sets to identify and capitalise on improvement opportunities.
• Independent Work Ethic: Aptitude for working independently, managing multiple projects, and meeting deadlines.
• Strong Communication: Exceptional communication skills, capable of effectively presenting to and interacting with a diverse range of stakeholders.
• Process Mapping Expertise: Proficiency in customer journey mapping, translating domain knowledge into actionable process maps that facilitate collaboration with product and technical teams.
• Regulatory Experience: Familiarity with Consumer Duty/Conduct Risk regulation, ensuring compliance across customer journeys.
• Attention to Detail: Meticulous attention to detail in tracking progress and maintaining high standards across all projects.
• Desirable - Lean Six Sigma Certification: Ideally certified at the Green Belt level, demonstrating proficiency in process improvement methodologies.

What’s in it for you

We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.

£1,000 learning budget each year to use on books, training courses and conferences.

We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup.

The application journey has 3 key steps

• 20 minute recruiter call
• Take Home Task
• 1 hour values & role specific interview

This process should take around 2-3 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

We have some guidelines on using Artificial Intelligence (AI) to ace an application and interview at Monzo. You can read them here.

You’ll hear from us throughout the application process, but if you’ve got any questions, please reach out to [e-mail]. You can also use this email address to let us know if there’s anything we can do to make the process easier for you because of disability, neurodiversity or anything else.

The closing date for applications is Friday 8th August at 5pm BST.

#LI-REMOTE/SB

Equal opportunities for everyone

Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our blog , 2024 Diversity and Inclusion Report and 2024 Gender Pay Gap Report.

We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status.

If you have a preferred name, please use it to apply. We don't need full or birth names at application stage

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Select...

A US Person is defined as someone who:

• was born in the United States (US)
• has at least 1 parent who was born in the US
• is a naturalised citizen of the US
• is a green card holder
• is a US tax resident

Keeping your data safe is really important to us. * Select...

Please confirm your UK Right to Work status. * Select...

We legally have to verify your Right to Work in the UK before you can start working for us. We're asking for this information now so we know later what type of right to work check we need to do. Your answer to this question won't affect the outcome of your application, unless you'd need visa sponsorship but are applying to a role we can't sponsor.

If you’d like to, please share your preferred pronouns (eg. they/them/theirs, she/her/hers).

If you'd like to, please spell out your name how it's pronounced so we know how to say it.

1.) How do you approach mapping and analysing customer journeys and what was the outcome of your analysis? *

2.) How do you approach analysing customer journeys to identify potential areas for improvement within customer journeys? Can you provide an example of when your data analysis led to a significant enhancement?

2.) How do you approach analysing customer journeys to identify potential areas for improvement within customer journeys? Can you provide an example of when your data analysis led to a significant enhancement? *

3.) Can you provide an example of how you effectively communicated complex information to a diverse group of stakeholders? *

Please confirm your notice period. *

Identity survey

Our goal at Monzo is to make money work for everyone. To do that, working at Monzo must work for everyone. We want to create an equitable, engaged and innovative workplace which gives people from all backgrounds the support they need to thrive and grow.

Making Monzo work for everyone starts right at the beginning of every Monzonaut's journey: when they apply to work here. This demographic survey will help us better understand the people who apply to work at Monzo. It'll help us see how different groups progress through our hiring process, and where we need to make improvements to be more inclusive. If you choose to fill it out, all of the information you give us is:

• Voluntary . And we've included a "prefer not to say" option for every question. It'd be helpful if you still fill out the survey even if you choose "prefer not to say" for every question, as it's useful for us to understand & record this. We won't know if you choose to fill this survey in or not.
• Anonymous to Monzo . We can't tie your responses to you and they won't make a difference to the outcome of your application. We'll only use grouped responses for equal opportunities monitoring in our hiring process.

By filling out this survey, you agree that we can use your responses for the purposes we've mentioned above. You are not letting us know if we need to make any adjustments to the hiring process because of disability or neurodiversity - to do this please email us.

How would you describe your gender identity? Select...

Do you identify as transgender? Select...

What's your sexual orientation? Select...

Do you identify as having a disability? Select...

Do you consider yourself to be neurodivergent? Select...