Senior Analyst - Customer Journey Mapping

Barclays; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Barclays is seeking a Senior Analyst – Customer Journey Mapping to support end-to-end customer and colleague journey transformations across Barclays UK Business Banking journeys. You will shape Target Operating Models (TOMs), eliminate process debt and ensure high-quality process maps are translated into compelling narratives for stakeholders.

You will translate complex challenges into simplified, scalable journeys, drive high-impact optimization to boost customer experience, operating

Qualifications

• Experience delivering customer-centric transformation and Target Operating Model design, preferably in Banking/Financial services or consulting.
• Expert level proficiency in Figma, Blueworks Live and MS PowerPoint for storytelling and presentation.
• Ability to translate complex operational challenges into simplified, scalable, digitally enabled journeys.

Responsibilities

• Identify business problems and client requirements needing change.
• Develop business requirements addressing problems and opportunities.
• Collaborate with stakeholders to ensure proposed solutions meet needs.
• Support creation of business cases justifying investment in solutions.
• Create operational and process designs to deliver within scope.

Skills

UI/UX design

Process mapping

Data interpretation

Process optimization

Analytical thinking

Problem solving

Agile transformation

Design thinking

Automation & AI awareness

Tools

Figma

Blueworks Live

MS PowerPoint

Job description

Join us as a Senior Analyst - Customer Journey Mapping where you will be responsible for supporting the design and delivery of end-to-end customer and colleague journey transformations across Barclays UK (BUK) Business Banking customer journeys and will contribute significantly to shaping Target Operating Models (TOMs) and eliminating process debt. You will also ensure the consistency and quality of process maps developed by journey mapping analysts, and translating those maps into a business-relevant narrative for wider stakeholder engagement providing a cohesive storyline of customer and colleague pain points, while identifying opportunities to deliver measurable improvements in customer experience, operational efficiency, and control effectiveness, in alignment with Barclays’ transformation strategy.

To be Successful as a Senior Analyst – Customer Journey Mapping you should have:

• Proven experience in customer-centric transformation delivery ("UI / UX design") and Target Operating Model design preferably in Banking and financial services / Consulting domain.
• Tooling: Expert level proficiency in Figma (UI/UX design), Blueworks Live (process mapping) and MS Power point (presentation and storytelling).
• Translate complex operational challenges into simplified, scalable, and digitally enabled journeys.
• Drive high-impact process optimization engagements that enhance efficiency, customer experience, and risk management.
• Strong analytical skills with the ability to interpret data and translate into actionable insights.
• Strong problem-solving skills to identify pain points in the customer journey.

Some other highly valued skills may include:

• Prior experience of working in / with: agile transformation environments and Customer Experience / product teams.

• Familiarity with design thinking concepts.

• Familiarity with automation and AI technologies (e.g. RPA - UiPath / Celonis / BluePrism / Automation Anywhere, Salesforce & Agentforce, CoPilot Studio, Amazon Bedrock GenAI).

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills

This role will be located in Canary Wharf, 1 Churchill Place or Knutsford, Radbroke Hall.

Purpose of the role

To support the organisation, achieve its strategic objectives by the identification of business requirements and solutions that address business problems and opportunities.

Accountabilities

• Identification and analysis of business problems and client requirements that require change within the organisation.
• Development of business requirements that will address business problems and opportunities.
• Collaboration with stakeholders to ensure that proposed solutions meet their needs and expectations.
• Support the creation of business cases that justify investment in proposed solutions.
• Conduct feasibility studies to determine the viability of proposed solutions.
• Support the creation of reports on project progress to ensure proposed solutions are delivered on time and within budget.
• Creation of operational design and process design to ensure that proposed solutions are delivered within the agreed scope.
• Support to change management activities, including development of a traceability matrix to ensure proposed solutions are successfully implemented and embedded in the organisation.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.