Journey Optimization Analyst

1203 Barclays Global Serv. Cent; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

1203 Barclays Global Serv. Cent is seeking a Journey Optimization Analyst to work in our Pune office. The successful candidate will drive measurable improvements in customer experience and operational efficiency, contributing to our transformation strategy.

This role requires proven experience in journey design and process optimization within financial services, along with strong analytical and stakeholder management skills. Tools such as Figma, Salesforce, and Celonis will be used.

Qualifications

• Proven experience in journey design, process optimization, or operational transformation within financial services.
• Deep understanding of TOM design, customer-centric transformation, and regulatory frameworks (e.g. KYC, AML).
• Strong analytical skills with the ability to interpret data and translate into actionable insights.

Responsibilities

• Collaborate with stakeholders to identify process optimization opportunities.
• Lead projects aimed at improving banking operations' efficiency and effectiveness.
• Develop reports and communicate findings to senior stakeholders.

Skills

Journey design

Process optimization

Operational transformation

Automation technologies (RPA)

Stakeholder management

Lean Six Sigma (Green Belt or higher)

Agile delivery

Tools

Figma

Visio

Salesforce

Celonis

Power BI

Job description

Purpose of the role

To collaborate with stakeholders and use data and MI to identify process optimisation opportunities for capacity creation in relevant business areas.

Accountabilities

• Development and implementation of strategies to improve the efficiency and effectiveness of banking operations, using data‑led insights.
• Participation in projects and initiatives to improve performance & optimisation efficiency and effectiveness.
• Development of reports and presentations on performance & optimisation and communicate findings to internal senior stakeholders.
• Identification of industry trends and developments, and collaboration with stakeholders across the bank to provide recommendations for change and improvement within performance and optimisation processes.
• Development and implementation of analytics and reporting performance & optimisation to mitigate risks and maintain efficient operations.
• Identification of capacity creation in operations using data and Management Information.

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.
• For an individual contributor, lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and develop 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, requires understanding of how areas coordinate to achieve organisational objectives.
• Collaborate with other areas of work to keep up to speed with business activity and strategy.
• Engage in complex analysis of data from multiple sources, internal and external, to solve problems creatively and effectively.
• Communicate complex information, including sensitive information.
• Influence or convince stakeholders to achieve outcomes.
• Demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship.
• Demonstrate the Barclays Mindset – Empower, Challenge and Drive.

Journey Optimization Analyst

This role is central to shaping Target Operating Models (TOMs), eliminating process debt, and embedding intelligent automation and AI solutions. The successful candidate will drive measurable improvements in customer experience, operational efficiency, and control effectiveness—aligned to Barclays’ transformation strategy and digital‑first agenda.

Required Skillsets

• Proven experience in journey design, process optimisation, or operational transformation within financial services.
• Deep understanding of TOM design, customer‑centric transformation, and regulatory frameworks (e.g. KYC, AML, Consumer Duty).
• Hands‑on expertise with process design tools: Figma, Visio, Blueworks Live.
• Working knowledge of automation and AI technologies (RPA – UiPath / Celonis / BluePrism / Automation Anywhere, Salesforce & Agentforce, CoPilot Studio, Amazon Bedrock GenAI).
• Strong analytical skills with the ability to interpret data and translate into actionable insights.
• Excellent communication and stakeholder management skills across global and cross‑functional teams.
• Certified in Lean Six Sigma (Green Belt or higher); Agile delivery experience is essential.
• Experience working in Journey Labs or agile transformation environments.
• Familiarity with Salesforce, Celonis, and Power BI for workflow and performance optimisation.
• Ability to influence senior stakeholders and drive change in matrixed organisations.
• Experience mentoring or leading transformation teams.

Leadership Behaviours

• L – Listen and be authentic
• E – Energise and inspire
• A – Align across the enterprise
• D – Develop others

Location

This role is based in our Pune office.