Senior Business & Data Analyst - Infrastructure Backup & Recovery

Lloyd's; Leeds; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading financial institution based in the UK is searching for a Customer Journey Manager to lead customer journey mapping and product development in their Backup & Recovery Lab. This role involves collaborating closely with cross-functional teams and product owners to ensure customer expectations are met during transitions from legacy systems to new tools. The ideal candidate should have robust technical competencies, strong communication skills, and a passion for customer-centric solutions. Competitive benefits offered.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus

Share schemes including free shares

Discounted shopping benefits

30 days’ holiday

Wellbeing initiatives and generous parental leave policies

Qualifications

• Experience in migrating and replacing legacy platforms.
• Experience in customer journey design and business analysis.
• Ability to work independently and collaboratively.

Responsibilities

• Lead journey and process mapping using tools such as Visio.
• Coordinate and align teams for seamless customer experiences.
• Manage large datasets to inform decision making.

Skills

Technical complexities handling

Customer journey design

Process mapping

Data analysis techniques

Agile delivery tools

Strong communication skills

Stakeholder management

Problem-solving skills

Tools

Excel

SQL

Jira

Confluence

Job description

Overview

The Customer Journey Manager (CJM) plays a pivotal role in product and process development, working closely with Product Owners, feature teams, and cross‑functional colleagues to understand, measure, and orchestrate customer journeys. The role sits within the Backup & Recovery Lab, a team responsible for delivering key data safeguarding capabilities and maturing the bank's operational resiliency posture and regulatory compliance. We are looking for a Senior Business & Data Analyst to shape the approach to transitioning assets from legacy backup tools to a new strategic toolset while meeting customer expectations. This is an opportunity to work closely with Product Owners, a new Private Cloud team, and cross‑functional colleagues.

Day to day you will understand, design, and map end‑to‑end customer journeys (internal and external), integrating insights from data, processes, and systems.

Responsibilities

• Lead journey and process mapping using tools such as Visio.
• Interpret complex details and data, incorporating them into migration, cutover approaches and customer treatment strategies.
• Continually evaluate journey effectiveness from both customer and business perspectives.
• Identify and implement continuous improvement enhancements to customer journeys and business processes.
• Promote customer‑centricity and positive values within the team.
• Consider opportunities to optimise or automate backup tool migration processes.
• Coordinate and build alignment across teams and functions to ensure seamless customer experiences.
• Work closely with integrators, product owners and third‑party suppliers to manage complex dependencies, planning and delivery.
• Facilitate resolution of conflicting views and manage complex stakeholder relationships.
• Ensure the complex landscape of the Backup & Recovery Lab is reflected in analysis and engagement activities.
• Demonstrate complex data analytical capability and understand the role of data in customer journeys and migrations.
• Use data tools (Excel, SQL desirable) to implement controls and ensure safe, accountable data use.
• Support technology and process integration, especially in complex migration or transformation contexts (finance, payments, digital assets).
• Manage large, complex datasets to drive informed decision making.
• Develop and maintain effective stakeholder relationships, communicating plans and progress clearly.
• Translate complex customer requirements into actionable product deliverables.
• Influence without authority, working collaboratively within cross‑functional teams.
• Produce simple, consumable outputs from complex datasets that drive clear outcomes and can withstand scrutiny.

Qualifications

• Demonstrable experience handling technical complexities around migration, replacing legacy platforms and cutover of backup solutions.
• Prior experience implementing operating model migration and data clean‑up.
• Experience in customer journey design, process mapping, business and data analysis techniques.
• Proficiency in agile delivery tools such as Jira and Confluence.
• Strong communication, stakeholder management and problem‑solving skills.
• Ability to work independently and collaboratively, managing priorities and driving outcomes.
• Experience operating within robust control environments, aligning with risk and governance frameworks.
• Passion for delivering customer‑centric solutions and improving customer outcomes.
• Exposure to operational resiliency, backup, vaulting or other data safeguarding topics.

Desirable

• Familiarity with financial services products, payments, digital assets or emerging technologies.
• Previous experience working within financial services or a heavily regulated environment.
• Prior experience implementing a new backup platform and migrating or cutting over applications to a target platform.
• Experience interacting and working closely with Lloyds Banking Group’s offshore team.

About working for us

We are committed to building an inclusive workplace that reflects the diversity of the customers and communities we serve. We welcome applications from under‑represented groups and offer a disability‑confident recruitment process with reasonable adjustments available.

Benefits

• Generous pension contribution of up to 15%
• Annual performance‑related bonus
• Share schemes including free shares
• Benefits that can be adapted to your lifestyle, such as discounted shopping
• 30 days’ holiday, with bank holidays on top
• Range of wellbeing initiatives and generous parental leave policies