Senior Analyst - Customer Journey Mapping
Barclays · Posted Nov 2
Banking, credit card, corporate, investment banking, and wealth management services
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About the role
Barclays UK Business Banking front and back-office operations is transforming end-to-end customer and colleague journeys, shaping Target Operating Models and reducing process debt. The role involves building analytical and journey maps, ensuring quality and consistency of process maps, and translating them into business narratives for stakeholders. It uses tools such as Figma and Blueworks Live and identifies automation opportunities through RPA and AI/ML to improve customer experience, operational efficiency, and controls.
What you will do
- 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.
- 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.
- 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.
Skills used in this role
What the employer is looking for
- 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 qualifications
- 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).
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
The Guardian
Barclays to cut 5,000 jobs as AI replaces roles2026-10-22
Investing.com
Barclays Q3 2026 slides show mixed results, on track for targets2026-10-22
Euronews
Barclays cuts 5,000 jobs as net profit grows 13% in Q32026-10-22