Analyst - Customer Journey Mapping
Barclays · Posted Nov 4
Banking, credit card, corporate, investment banking, and wealth management services
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About the role
The Barclays UK (BUK) Business Banking team is responsible for mapping the end-to-end customer journey across the "awareness to advocacy" stages, bringing together customer data, insights and operational process flows. The role sits within performance and optimisation analytics, using journey mapping and process modelling to identify opportunities that improve customer experience, operational efficiency and control effectiveness in line with Barclays' transformation strategy. The analyst builds analytical tools and integrated visual journey maps to generate insight and support SME-aligned, multi-journey views, based out of Noida/Gurugram.
What you will do
- 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.
- 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.
Skills used in this role
What the employer is looking for
- 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 qualifications
- 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.
Benefits and support
- Compensation and benefits are detailed in the job posting
About Barclays
Barclays is a British multinational universal bank that provides consumer, corporate, and investment banking, as well as wealth management services. Tracing its origins back to 1690 in London, the institution operates globally to serve millions of retail and institutional clients. The bank leverages cutting-edge technology and digital platforms to drive operational efficiency across its international network.
- Industry
- Banking
- Company size
- 93000+ employees
- Founded
- 1690
- Location
- London, United Kingdom
- Funding stage
- Public Company
Leadership
Group Chief Executive
Group Finance Director
Group Chief Operating Officer
Recent coverage
Reuters
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