Customer Journey Business Analyst

Customer Journey Business Analyst

About the Role

We are seeking a strategic and analytical Customer Journey Business Analyst to join our dynamic team. You will play a key role in understanding, mapping, and optimising end-to-end customer journeys across our financial products and services. Your insights will directly influence service design, digital transformation, and customer satisfaction.

Key Responsibilities

• Analyse and map current customer journeys using data, research, and stakeholder input
• Identify pain points, gaps, and opportunities for improvement
• Collaborate with cross-functional teams to design and implement journey enhancements
• Define and track key journey metrics and KPIs
• Support the development of business cases for change initiatives
• Translate customer insights into actionable recommendations

Skills & Experience

• Proven experience in business analysis, ideally within financial services
• Strong understanding of customer journey mapping and service design principles
• Proficient in data analysis and visualisation tools (e.g. Excel, Power BI, Miro)
• Excellent stakeholder engagement and communication skills
• Experience with Agile methodologies is a plus

If the above aligns with your skillset, please submit your CV.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.