To design the end to end journey of a service to enable a user to complete their goals.
Creation of design assets to drive business outcomes, including service blueprinting, customer journey mapping and service prototyping.
Creation of intuitive and user-friendly interfaces for digital banking platforms and applications for a seamless and engaging user experience.
Compliance to accessibility standards and guidelines to provide an inclusive experience for all users.
Monitoring of industry trends, design best practices, and emerging technologies to continuously improve the design quality and innovation of banking products.
Gathering and analysis of data from a wide range of sources to create in-depth insights into customer’s needs or pain-points to aid business understanding of the customer experience.

An interest in customer experience and using insights to understand performance
Understanding customer journeys, pain points, or operational processes
Experience supporting collaboration with stakeholders across teams
Supporting delivery monitoring by tracking progress of customer journey improvements and flagging risks or blockers
An active approach to problem‑solving and supporting continuous improvement
Familiarity with Jira, SharePoint, or similar tools
Exposure to Agile delivery environments
Interest in customer data, insights, or analytics tools
Experience in financial services or customer‑focused roles.

Customer Journey Oversight Analyst

Key skills