Business Analyst

JR United Kingdom; City of Edinburgh; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is on the lookout for a Customer Journey Manager/Business Analyst to join their team. This role is pivotal in product development, focusing on optimizing customer experiences through data-driven insights. You will collaborate with cross-functional teams to ensure customer needs are prioritized in all journey designs. The position offers a dynamic environment where your analytical skills will shine, and your contributions will directly impact the customer journey. If you have a passion for enhancing customer experiences and thrive in a collaborative setting, this opportunity is perfect for you.

Qualifications

• 5+ years of experience in business analysis with a focus on data retention.
• Strong skills in stakeholder engagement and process mapping.

Responsibilities

• Map and document end-to-end customer journeys independently.
• Integrate insights from various data sources to enhance customer experiences.

Skills

Data Analysis

Stakeholder Engagement

Problem Solving

Process Mapping

Customer Journey Mapping

Education

Bachelor's Degree

Tools

Visio

Jira

Confluence

Excel

Power BI

Tableau

Lucidchart

Draw.io

Job description

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Customer Journey Manager/Business Analyst – Top Retail Banking Client

Gibbs Hybrid is supporting one of the UK’s leading retail banking organisations in their search for experienced Business Analysts with strong expertise in data, specifically long-term data retention. Candidates must be based within a commutable distance of one of the client’s northern offices (Yorkshire or Scotland) and have recent experience working with enterprise-level financial services organisations.

Locations: 2 days per week onsite, multiple Northern locations

Duration: 6 month initial contract, project running until 2027, so extensions are highly likely.

Role Overview

The Customer Journey Manager (CJM) plays a crucial role in product development, supporting the Product Owner and the broader product team in understanding, measuring, and orchestrating customer journeys with a focus on technology and cross-functional integration.

As part of the feature team, the CJM ensures that customer insights are factored into prioritisation approaches and design choices. The role is responsible for optimising the end-to-end customer experience (internal and external), ensuring customer needs remain at the forefront of all journeys.

This involves continuous improvement of the journey, orchestrating across functional boundaries, and collaborating with Product, Experience Design, and Engineering to align the intended user experience with journey and process design.

Team & Project Context

This role sits within the Long-Term Retention (LTR) feature team, part of the Backup and Recovery Lab.

• The team’s goal is to deliver a new long-term retention solution, while also improving the process, governance, and operating model for data retention within the bank.
• Additionally, the legacy long-term retention estate will be reviewed, with applicable treatment strategies defined and implemented, ensuring access to legacy data within new hosting environments.

Key Responsibilities

• Journey Mapping – Independently understands and documents end-to-end customer journeys.
• Data Integration – Integrates insights from disparate data sources, processes, and systems to improve customer journeys.
• Self-Management – Works with limited supervision, demonstrating strong time management and prioritisation skills when creating customer journey and process maps (e.g., Visio, Draw.io).
• Analysis Expertise – Leverages a strong Business Analysis toolkit (5+ years), covering requirements elicitation, data analysis, and operating model design beyond just process modelling.
• Problem Solving – Handles ambiguity, using analysis techniques, communication, and problem-solving skills to deliver high-quality, consumable artefacts.
• Journey Evaluation – Regularly evaluates journey effectiveness from both customer and business perspectives.
• Improvement Focus – Continuously identifies and implements enhancements to the journey.
• Data-Driven Decision Making – Uses data insights to drive prioritisation and decision-making.
• Team Coordination – Aligns cross-functional teams on journey priorities.
• Context Awareness – Understands and navigates cross-functional dependencies to build alignment.
• Dependency Management – Works within a complex environment with multiple interdependencies, both within and outside the feature team.

Problem Solving & Stakeholder Management

• Creative Analysis – Approaches complex challenges with curiosity and analytical flexibility to propose effective solutions.
• Delivery Impact – Plays a key role in implementation, ensuring solutions are practical and measurable.
• Relationship Building – Strengthens stakeholder relationships to facilitate consensus and enhance change delivery.
• Conflict Resolution – Manages competing priorities and guides discussions to align stakeholders on the best course of action.

Mandatory Tooling & Methodologies

Candidates must have experience in at least some of the following areas:

Stakeholder Engagement

• Conducts stakeholder interviews and facilitates workshops to gather insights.

Process Design & Mapping

• Uses BPMN, flowcharts, Visio, Lucidchart, or Draw.io to document processes.

Requirements Gathering

• Defines use cases, user stories, and business/functional requirements (e.g., BRD, FRD, NFRD).
• Conducts gap analysis, root cause analysis (e.g., Five Whys, Fishbone), and SWOT assessments.
• Utilises Excel, Power BI, Tableau for data analysis and visualisation.

Agile Practices

• Manages tasks using Jira, Confluence, Scrum, Kanban boards, including user story mapping.

Project Planning & Governance

• Builds RACI matrices, risk registers, and stakeholder analysis matrices to support delivery.

Candidates must have awareness of at least one of the following:

• Dell Data Protection Suite (DPS)
• Spectrum
• HPE Data Protector

Interested? Please apply for immediate consideration from the Gibbs Hybrid team.