Senior Customer Journey Architect & Insights Lead

Service Design Jobs; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Barclays UK is seeking a Senior Analyst – Customer Journey Mapping to support end-to-end customer and colleague journey transformations across Business Banking journeys, shaping TOMs and reducing process debt. You will ensure maps are translated into a compelling business narrative for stakeholders, identifying pain points and driving measurable improvements in experience, efficiency, and controls.

Ideal candidates will bring proven experience in customer-centric transformation, strong tooling

Qualifications

• Proven experience in customer-centric transformation delivery (UI/UX design) and TO(M) design, preferably in Banking/FS/Consulting.
• Expert in Figma, Blueworks Live and MS PowerPoint for storytelling and mapping.
• Translate complex challenges into simplified, scalable journeys.
• Drive high-impact process optimization to boost efficiency and risk management.
• Strong analytical skills to interpret data into actionable insights.
• Strong problem-solving skills to identify journey pain points.
• Experience in agile transformation environments and CX/product teams, design thinking familiarity.
• Familiarity with automation/AI tech (RPA/AI, Salesforce, GenAI) is valued.

Responsibilities

• Identify business problems and client requirements that require change.
• Develop business requirements addressing problems and opportunities.
• Collaborate with stakeholders to ensure proposed solutions meet needs.
• Support creation of business cases to justify investment.
• Conduct feasibility studies for proposed solutions.
• Support creation of reports on project progress to keep on time and budget.
• Create operational and process designs within the agreed scope.
• Support change management, including traceability to embed solutions.

Skills

Journey mapping

Process transformation

Data analysis

Problem solving

Agile experience

Design thinking

RPA/AI familiarity

Tools

Figma

Blueworks Live

MS PowerPoint

Job description

Barclays UK is seeking a Senior Analyst – Customer Journey Mapping to support end-to-end customer and colleague journey transformations across Business Banking journeys, shaping TOMs and reducing process debt. You will ensure maps are translated into a compelling business narrative for stakeholders, identifying pain points and driving measurable improvements in experience, efficiency, and controls.

Ideal candidates will bring proven experience in customer-centric transformation, strong tooling