Technical Specialist

HCLTech • IT Consulting & Digital Transformation • IT Outsourcing & Dedicated Teams • 1 day ago

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Location

In office

Seniority

Senior · 7+ years exp

Confirmed on the employer's own hiring board on Oct 1, 2026. First seen by Alion on Sep 30, 2026.

Overview

Company

Impact

Profile match

HCLTech

HCLTech is a major Indian multinational information technology (IT) services and consulting company headquartered in Noida, Uttar Pradesh. Spun off from the original HCL Group in 1991, it ranks as one of India's largest technology companies alongside firms like TCS, Infosys, and Wipro.

hcltech.com • HQ: Noida, India • Systems Integrators • IT Consulting & Digital Transformation • IT Outsourcing & Dedicated Teams • 5000+ employees • Est. 1976

Tech stack of HCLTech

Job Summary

User Journey Specialist

Location: London, United Kingdom (Onsite)

Client: ClearBank

Employment Type: Permanent / Contract

Role Overview

We are looking for a User Journey Specialist to define, optimise, and validate end-to-end customer journeys across customer onboarding, customer servicing, case management, fraud reporting, and operational workflows.

The role bridges Business, Operations, Compliance, and Technology teams to ensure Salesforce-enabled customer experiences are intuitive, compliant, and aligned with business objectives.

Key Responsibilities

Key Responsibilities

Customer Journey Design

Map current-state and future-state customer journeys.
Design seamless experiences across:

Customer Onboarding
KYC & Verification
Customer Servicing
Complaints Management
Account Maintenance
Fraud & Disputes Management

Process Transformation

Analyse customer pain points and operational bottlenecks.
Recommend process improvements and automation opportunities.
Align journeys with Consumer Duty principles and regulatory requirements.

Salesforce Process Design

Define:

User stories
Business requirements
Acceptance criteria
Workflow designs
Service processes

Work closely with Product Owners and Salesforce teams.

Stakeholder Management

Facilitate workshops with:

Operations teams
Customer Services
Compliance
Financial Crime teams
Product Owners
Technology teams

Governance & Experience Measurement

Define KPIs and journey success metrics.
Support UAT and user adoption activities.

Monitor customer experience outcomes and recommend enhancements.

Skill Requirements

Required Experience

7+ years of Business Analysis, Service Design, Customer Journey, or Process Transformation experience.
Strong exposure to Banking or Financial Services.
Experience working in Salesforce transformation programmes.
Proven experience facilitating business workshops.

Preferred Skills

Salesforce Service Cloud
Design Thinking
Process Mapping (Visio, Miro, Lucid)
User Story Creation
Customer Experience (CX)
Agile/Scrum

Other Requirements

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