Senior Analyst - Customer Journey Mapping

Barclays Corporate Banking; Gurugram District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Barclays seeks a Senior Analyst - Customer Journey Mapping to build analytical tools that generate insights, recognise patterns and predict behaviour.

You will work with technical teams, architects, designers and administrators to overcome technical challenges and deliver end-to-end customer and colleague journey transformations across Barclays UK Business Banking front and back-office operations, shaping Target Operating Models and reducing process debt.

Responsibilities

• Translate complex operational challenges into simplified, scalable, and digitally enabled journeys.
• Support high-impact process optimization engagements that enhance efficiency, customer experience, and risk management.
• Oversee Customer Journey mapping analyst’s output (timeliness and overall quality).
• Provide support to Analysts by providing best-practice guidance and conceptual support on journey mapping techniques, as required
• Integrate multiple journey variant maps to provide a consolidated view of related customer journeys.
• Coordinate with stakeholders to obtain relevant data references that support effective journey visualisation.
• Develop insightful visualizations that highlight customer pain points and identify opportunities to streamline processes and improve journey efficiency.

Job description

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.

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.

Join us as a "Senior Analyst - Customer Journey Mapping, where you'll build analytical tools to generate insight, recognise patterns and predict behaviour, and deliver content direct to users of information products. You will work with technical teams, architects, designers, and administrators to overcome technical challenges and to make it happen. This role is responsible for supporting the design and delivery of end-to-end customer and colleague journey transformations across Barclays UK (BUK) Business Banking front & back-office operations and will contribute significantly to shaping Target Operating Models (TOMs) and eliminating process debt.

Key Responsibilities

Journey & Process Design

• Translate complex operational challenges into simplified, scalable, and digitally enabled journeys.
• Support high-impact process optimization engagements that enhance efficiency, customer experience, and risk management
• Oversee Customer Journey mapping analyst’s output (timeliness and overall quality)
• Provide support to Analysts by providing best-practice guidance and conceptual support on journey mapping techniques, as required
• Integrate multiple journey variant maps to provide a consolidated view of related customer journeys
• Coordinate with stakeholders to obtain relevant data references that support effective journey visualisation
• Develop insightful visualizations that highlight customer pain points and identify opportunities to streamline processes and improve journey efficiency.

Tooling & Visualization

• Use Figma, and Blueworks Live to map current and future state journeys.
• Maintain a centralised journey register and