Job Summary
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JD:
The CJM plays a crucial role in product development, working with the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the feature team, the CJM plays a key leading role in making sense of this insight and factoring it into prioritisation approaches and design choices. The CJM is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure the needs of the customer remain at the forefront of all journeys. They will be responsible for leading the continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness. This will be achieved through collaborating with colleagues in Product, Experience Design and Engineering to ensure the intended user experience, and journey or process design, is accurately represented. |
Key Responsibilities
Role responsibilities: Understand: • Independently understands the end-to-end journey • Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey • Works with limited supervision and lead on Customer Journey and process maps (e.g Visio) Optimise: • Continually evaluates the effectiveness of the journey from a customer and business perspective • Displays a continuous improvement mindset to their journey Orchestration: • Coordinate cross functional alignment on journeys • Understand cross-functional context and build alignment as needed
Skill Requirements
Must have skills : Senior Business Analyst who has worked in commercial banking area and specially in Lending space - example Term Lending and Overdraft Lab, under Lending and Working Capital.
Good communication and excellent stakeholder management skills
Good experience in JIRA, confluence and working experience on MS-office suite of apps like Excel, ppts.
Other Requirements
Understand: • Independently understands the end-to-end journey • Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey • Works with limited supervision and lead on Customer Journey and process maps (e.g Visio) Optimise: • Continually evaluates the effectiveness of the journey from a customer and business perspective • Displays a continuous improvement mindset to their journey Orchestration: • Coordinate cross functional alignment on journeys • Understand cross-functional context and build alignment as needed