Summary: The Customer Journey Manager/Business Analyst role at a leading UK retail banking organization focuses on enhancing customer journeys through data-driven insights and cross-functional collaboration. The position requires expertise in data retention and business analysis, with responsibilities including journey mapping, data integration, and stakeholder management. The role is part of a long-term retention feature team, aiming to improve data governance and customer experience. Candidates must be based near the client's northern offices and are expected to work on-site two days a week.

Key Responsibilities:

• Independently understand and document end-to-end customer journeys.
• Integrate insights from disparate data sources to improve customer journeys.
• Demonstrate strong time management and prioritisation skills in creating customer journey and process maps.
• Leverage a strong Business Analysis toolkit covering requirements elicitation, data analysis, and operating model design.
• Handle ambiguity using analysis techniques and problem-solving skills to deliver high-quality artefacts.
• Regularly evaluate journey effectiveness from customer and business perspectives.
• Continuously identify and implement enhancements to the journey.
• Use data insights to drive prioritisation and decision-making.
• Align cross-functional teams on journey priorities and manage dependencies.
• Strengthen stakeholder relationships to facilitate consensus and enhance change delivery.
• Conduct stakeholder interviews and facilitate workshops for insights gathering.
• Document processes using BPMN, flowcharts, and relevant tools.
• Define use cases, user stories, and business/functional requirements.
• Conduct gap analysis and root cause analysis.
• Utilise data analysis and visualisation tools for insights.
• Manage tasks using Agile practices and project planning methodologies.

Key Skills:

• Experience in business analysis (5+ years).
• Strong understanding of customer journey mapping and data integration.
• Proficiency in process design and mapping tools (e.g., Visio, Draw.io).
• Experience in requirements gathering and documentation.
• Ability to conduct various analysis techniques (e.g., gap analysis, SWOT assessments).
• Data visualisation skills using tools like Excel, Power BI, or Tableau.
• Familiarity with Agile practices and project management tools (e.g., Jira, Confluence).
• Strong stakeholder engagement and relationship-building skills.
• Creative problem-solving and analytical flexibility.
• Awareness of data protection technologies (e.g., Dell Data Protection Suite, Veritas NetBackup).

Salary (Rate): undetermined

City: Edinburgh

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: Other