Journey Developer

www.findapprenticeship.service.gov.uk - Jobboard; City of Edinburgh; On-site; GBP 40,000 - 60,000; Full time

Job summary

A digital banking service provider in Edinburgh is seeking a Journey Developer to enhance the customer experience. The successful candidate will manage a journey backlog, respond to market changes, and leverage innovative digital solutions. Ideal applicants will have expertise in customer experience design, Agile methodologies, and commercial management, along with strong communication skills.

Qualifications

• Expertise in product proposition and process design.
• Experience in change delivery and customer experience design.
• Knowledge of critical Agile capabilities and system thinking.

Responsibilities

• Deliver a prioritised journey backlog to improve the customer journey.
• Monitor competitor activity and identify responses to market changes.
• Manage incidents effectively to enhance resilience.

Skills

Customer experience design

Product proposition expertise

Change delivery

Commercial management

Customer data analytics

Job description

Join us as a Journey Developer in Financial Health and Support

• This role is a chance to help deliver on our ambitions to build and run the digital bank of the future
• You’ll continually identify opportunities to digitise, improve and manage the customer journey to deliver increased value and an effortless customer experience
• It's an opportunity to be at the heart of changing our customers' experiences, and how they bank with us both now and in the future

What you'll do

As our Journey Developer, you’ll deliver a prioritised journey backlog to improve the end-to-end customer journey, including identifying opportunities and providing your expertise. Working in sprints as part of a self-organising team, you'll make sure that we place the customer at the heart of everything we do, while retaining a commercial drive. To do that you'll build an understanding of, and anticipate their needs, and you'll gather early feedback on what will deliver value.

Day-to-day, you’ll be:

• Delivering, consolidating and automating all business performance and proposition activities that keep the customer journey running effortlessly
• Monitoring competitor activity across the journey portfolio and actively identifying responses to market changes
• Managing incidents effectively and looking for opportunities to increase resilience within the customer journey
• Making empowered decisions to deliver the prioritised digital journey backlog

The skills you'll need

We’re looking for someone who will strive to deliver a world class customer experience and place the customer at the heart of all we do through understanding, anticipating and getting early feedback on their needs and what will deliver value. You’ll have expertise in product proposition and process design, change delivery and customer experience design, and you'll have good knowledge of critical Agile capabilities and ways of working. You'll also be able to use innovative system thinking to design digital solutions, identifying opportunities for streamlining work to improve value for customers.

We’ll also expect:

• Expert knowledge of commercial management and analytics, customer data analytics, or segment management and design
• Experience of driving and delivering innovative ideas, looking at harnessing digital and technological advances that truly benefit our customers
• The ability to identify and envision what the future of digital banking could look like
• A proven ability to adapt to quickly changing environments
• A talented communicator who can inspire and engage both customers and colleagues