**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.