Journey Developer

NatWest Group; Gogar; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading banking institution is seeking a Journey Developer to enhance customer experiences through innovative digital solutions. In this remote-first role, you will manage the customer journey, tailoring services to meet their needs and ensuring seamless performance. The ideal candidate should possess expertise in customer experience design and Agile methodologies, alongside the ability to analyze data for continuous improvement.

Qualifications

• Expertise in product proposition and process design.
• Good knowledge of critical Agile capabilities and ways of working.
• Ability to analyze large volumes of data for journey improvements.

Responsibilities

• Deliver and automate business performance activities to ensure a seamless customer journey.
• Monitor competitor activity and identify market response opportunities.
• Manage incidents and increase resilience within the customer journey.

Skills

Customer experience design

Agile methodologies

Analytics

Product proposition

Job description

Join us as a Journey Developer

• You’ll play a critical role in delivering customer centric changes to support the Current Account business, with particular focus on creating seamless digital journeys that increase mobile app adoption and loyalty, while ensuring best in class support for non-digital customers
• 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
• This is a remote-first role, so you’ll spend most of your time at home, working with your team digitally and cominginto the office at least twice a month when you need to collaborate closely with your colleagues

What you'll do

As our Journey Developer in the Manage My Banking journey team, within Everyday Banking in Retail, 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 anunderstanding of, and anticipate their needs, andyou'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 with the ability to work on multiple deliveries whilst being flexible within a multi skilled journey team. You'll put the customer at the heart of what you do and deliver great customer value. You’ll be self-motivated and understand how to adapt to quickly changing environments. 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. Knowledge of Current Accounts would be beneficial.

We’ll also expect:

• Expert knowledge of commercial management and analytics, customer data analytics, or segment management and design
• Experience of analysing large volumes of data to make recommended journey improvements
• 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
• Examples of key project deliverables including colleague and customer comms, governance processes & risk management