Senior 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.

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.

The role is also responsible for ensuring the consistency and quality of process maps developed by journey mapping analysts, and for translating those maps into a business-relevant narrative for wider stakeholder engagement providing a cohesive storyline of customer and colleague pain points, while identifying opportunities to deliver measurable improvements in customer experience, operational efficiency, and control effectiveness, in alignment with Barclays’ transformation strategy.

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 ensure traceability to customer outcomes and control requirements.

Transformation Delivery & Governance

• Identify automation opportunities across journeys leveraging RPA, and AI/ML models
• Support the delivery of transformation initiatives, including business case development, benefit tracking, and stakeholder reporting.
• Ensure alignment with BUK’s transformation governance, including floorwalk showcases.

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

Essential Skills and Experience

• Experience in Target Operating Model design and customer-centric transformation delivery in Banking and financial services / Consulting / Global capability centers.
• Tooling: Expert level proficiency in Figma (UI/UX design), Blueworks Live (process mapping) and MS Power point (presentation and storytelling)
• Translate complex operational challenges into simplified, scalable, and digitally enabled journeys.
• Drive high-impact process optimization engagements that enhance efficiency, customer experience, and risk management.
• Strong analytical skills with the ability to interpret data and translate into actionable insights.
• Strong problem-solving skills to identify pain points in the customer journey.
• Excellent communication and stakeholder management skills across global and cross-functional teams.

Preferred Skills

• Prior experience of working in / with:
  • agile transformation environments
  • Customer Experience / product teams

• Familiarity with Design thinking concepts.

• Familiarity with automation and AI technologies (e.g. RPA - UiPath / Celonis / BluePrism / Automation Anywhere, Salesforce & Agentforce, CoPilot Studio, Amazon Bedrock GenAI).

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.