Customer Journey Manager (Business Analyst)
Tcs London Office, Manor Park, Epsom and Ewell
Customer Journey Manager (Business Analyst)
Salary not available. View on company website.
Tcs London Office, Manor Park, Epsom and Ewell
- Full time
- Permanent
- Onsite working
Posted 6 days ago, 15 Aug | Get your application in now to be included in the first week's applications.
Closing date: Closing date not specified
Job ref: a4607854fda74ddcaac79cee2bff5169
Location ref: Manor Park, Epsom and Ewell
Full Job Description
Role: Customer Journey Manager (Business Analyst)Job Type: PermanentLocation: London, UKNumber of hours: 40 hours per week - full time
Are you looking to leverage your skills in BFSI cloud?
We have a great opportunity for you - Customer Journey Manager (Business Analyst)!
Careers at TCS: It means moreTCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.Role:The Customer Journey Manager (CJM) is responsible for owning and optimizing end-to-end customer journeys across products and platforms. The role acts as the voice of the customer within Agile delivery teams, ensuring solutions deliver a seamless and customer-centric experience.
Key Responsibilities:End-to-end journey thinking - experience of mapping & designing customer journeys, able to see beyond individual touchpoints and optimise the complete customer experience.Empathy and customer advocacy - champions the customer perspective in discussions and decision-making.Systems and process mindset - understands how people, processes, technology and policy interact across the journey.Collaboration and influence - works effectively across product, design, operations, technology and business teams to drive change.Customer and market research - proactively identifies competitor journeys which we could learn from, tests improvements with customers. Is creative & disruptive in their thinking about how we solve customer problems.
Key InteractionsProduct Owners, Engineers, IntegratorsPlatform Leads (BPL / TPL)Business Stakeholders / SMEsCJMs provide inputs and outputs used by delivery teams for planning and execution
Required Skills & ExperienceStrong experience working in Banking and Payment sectorStrong experience in Customer Journey / Business Analysis / Product rolesProven ability to design end-to-end customer journeysExperience working in Agile (Scrum / SAFe) environmentsStrong stakeholder management and communication skillsAbility to translate business needs into technical delivery inputsExperience in Banking / Financial Services
Tools & CompetenciesJourney mapping & process modelling tools (Visio/Figma)Agile tools (JIRA, Confluence)Data-driven analysis and problem solving