Customer Journey Business Analyst
Posted 5 days ago by Lorien
Negotiable
Undetermined
Undetermined
London, UK
Summary: We are seeking a strategic and analytical Customer Journey Business Analyst to enhance customer experiences across financial products and services. This role involves mapping and optimizing customer journeys, influencing service design, and driving digital transformation. The analyst will collaborate with cross-functional teams to identify opportunities for improvement and track key metrics. Insights derived from customer data will be crucial for actionable recommendations and business case development.
Key Responsibilities:
- Analyse and map current customer journeys using data, research, and stakeholder input
- Identify pain points, gaps, and opportunities for improvement
- Collaborate with cross-functional teams to design and implement journey enhancements
- Define and track key journey metrics and KPIs
- Support the development of business cases for change initiatives
- Translate customer insights into actionable recommendations
Key Skills:
- Proven experience in business analysis, ideally within financial services
- Strong understanding of customer journey mapping and service design principles
- Proficient in data analysis and visualisation tools (eg Excel, Power BI, Miro)
- Excellent stakeholder engagement and communication skills
- Experience with Agile methodologies is a plus
Salary (Rate): undetermined
City: London
Country: UK
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Other
Customer Journey Business Analyst
About the Role
We are seeking a strategic and analytical Customer Journey Business Analyst to join our dynamic team. You will play a key role in understanding, mapping, and optimising end-to-end customer journeys across our financial products and services. Your insights will directly influence service design, digital transformation, and customer satisfaction.
Key Responsibilities- Analyse and map current customer journeys using data, research, and stakeholder input
- Identify pain points, gaps, and opportunities for improvement
- Collaborate with cross-functional teams to design and implement journey enhancements
- Define and track key journey metrics and KPIs
- Support the development of business cases for change initiatives
- Translate customer insights into actionable recommendations
Skills & Experience
- Proven experience in business analysis, ideally within financial services
- Strong understanding of customer journey mapping and service design principles
- Proficient in data analysis and visualisation tools (eg Excel, Power BI, Miro)
- Excellent stakeholder engagement and communication skills
- Experience with Agile methodologies is a plus
If the above aligns with your skill set, please submit your CV.
Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.
