Analyst - Customer Journey Mapping

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.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• 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 develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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 an "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. This role plays a key part in shaping a customer-centric operating model by enabling clear visualisation of various customer journeys through robust mapping and process modelling techniques.

The successful candidate will be part of a team responsible for mapping the end-to-end customer journey across the “awareness to advocacy” stages for Barclays UK (BUK) Business Banking customers. This will involve bringing together customer data, insights, and operational process flows to identify opportunities that drive measurable improvements in customer experience, operational efficiency, and control effectiveness, in alignment with Barclays’ transformation strategy.

Key Responsibilities

• Information sourcing (through SME engagement and available documentation), and converting into detailed, integrated visual customer journey flows.
• Map journey flows at multiple (defined) levels of detail, ensuring all relevant journey variants are accurately captured.
• Gather key data points across multiple stages in the mapped journeys to generate actionable insights on customer experience and operational efficiency.
• Maintain journey map lineage through robust version control and periodic updates.
• Collaborate with other analysts to help establish linkages across journey maps and enable integrated multi-journey views.
• Securing SME alignment on the mapped journeys.

To be successful as an "Analyst - Customer Journey Mapping" you should have experience with:

Essential Skills & Experience

• Experience in process mapping and modelling experience, in Banking and financial services / Consulting / GCC.
• Tooling: Expert level proficiency in Figma (UI/UX design) and Blueworks Live (process mapping).
• Excellent collaboration skills, with the ability to engage effectively with cross-functional teams across multiple geographic locations to obtain relevant data references that support effective journey visualisation.
• Proven ability to manage multiple priorities concurrently.
• Excellent communication skills, with the ability to interpret and align banking terminology across Product, Fulfilment, and Servicing teams within customer journey maps.
• Strong analytical and problem-solving skills, with keen attention to detail.
• Integrate multiple journey variant maps to provide a consolidated view of related customer journeys.

Preferred Skills / Experience

• Prior experience of working in / with:
  • agile transformation environments
  • Customer Experience / product teams
• Familiarity with tools like Salesforce, Celonis, and Power BI for workflow and performance optimisation.

You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role will be based out of Noida/Gurugram.