Customer Journey Manager (BA)

Job Advertisement: Customer Journey Manager (Business Analyst)

Contract Duration: 6 Months (with potential for extension)
Rate: 600 per day or PAYE salary option is also available
Location: Bristol Harbourside (Monday and Tuesday onsite)

Are you passionate about enhancing customer experiences and driving innovative solutions? Our client is searching for a dynamic Customer Journey Manager (Business Analyst) to join their vibrant team! This role is a fantastic opportunity to make a significant impact on product development while working in a collaborative and fast-paced environment.

What You'll Do:

As the Customer Journey Manager, you'll be at the forefront of improving the experiences of our valued customers. Your keen insights and collaborative spirit will help ensure that customer needs and expectations are not just met but exceeded!

Key Responsibilities include:

• Optimising Customer Journeys: Independently assess and enhance end-to-end customer experiences.
• Collaboration: Work closely with teams across Product, Operations, Experience Design, and Engineering to deliver exceptional outcomes.
• Process Mapping: Lead the creation of journey and process maps, ensuring clarity and usability.
• Ownership: Take charge of one or more customer journeys, consistently striving for improvement.
• Data Integration: Combine insights from diverse data sources to enhance customer journeys.
• Efficiency Evaluation: Continuously assess journey efficiency from both customer and business perspectives.
• Outcome Monitoring: Collaborate with the Product Owner to measure and monitor outcomes, influencing the product roadmap.
• Team Coordination: Engage with other teams to ensure seamless interaction across business areas.

What We're Looking For:

We seek a business transformation professional who demonstrates proven success in the following areas:

• Good foundational knowledge of corporate commercial transactional banking and payments

• Customer Insights: Extract valuable insights from data, translating them into actionable requirements. Understand evolving customer needs to create a comprehensive view of different segments.
• Customer Centricity: Champion customer outcomes within the team, ensuring that efforts align with these goals. Anticipate customer needs and present targeted, coordinated solutions.
• Critical Thinking: Employ a systematic approach to problem-solving, prioritising issues effectively and engaging in productive discussions with stakeholders.

Bonus Skills:

While not mandatory, experience or knowledge in the following areas will set you apart:

• Fundamentals of change delivery
• Principles of Agile development
• Familiarity with tools like Jira, Confluence, Figjam, and Visio
• Understanding of digital, UX & UI practices
• Conducting customer research and applying design thinking
• Mapping processes and customer journeys

Why Join Us?

Join an innovative organisation that values diverse backgrounds and fosters a team-oriented environment! Our client is committed to continuous learning, improvement, and knowledge sharing, ensuring that you grow alongside the company. Enjoy flexible and agile working practices while contributing to meaningful customer-centric solutions!

If you're ready to take on a challenge and play a pivotal role in enhancing customer journeys, we want to hear from you! Apply today and be part of a team that celebrates creativity and collaboration.

Application Process:

Please submit your CV and a brief cover letter outlining your relevant experience. We can't wait to see how you can contribute to our client's exciting journey!

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.