Customer Business Analyst

Customer Journey Manager (Business Analyst) 💰 £400/day (Inside IR35) 📍 London, UK (2 days onsite) 📅 12-Month Contract Our client, a top global organization, is looking for an experienced Customer Journey Manager (Business Analyst) to join a major digital transformation programme. You'll own and optimise end-to-end customer journeys, working closely with product, engineering and business teams to ensure customer needs are at the heart of every solution. This is an excellent opportunity to influence large-scale digital change programmes while working in Agile delivery teams across modern banking platforms. What you'll be doing • Own and optimise end-to-end customer journeys across products and digital platforms • Map customer journeys and identify opportunities to improve customer experience • Gather, analyse and translate business requirements into delivery-ready user stories • Collaborate with Product Owners, Engineers, Designers and Business SMEs • Champion the voice of the customer throughout the delivery lifecycle • Research competitor journeys and recommend innovative improvements • Facilitate workshops and stakeholder sessions to define customer outcomes • Produce journey maps, process models and business documentation • Support Agile delivery teams through backlog refinement and sprint planning • Drive continuous improvement across customer experience and operational processes What we're looking for • Strong experience as a Customer Journey Manager, Business Analyst or Product Analyst • Proven experience within Banking, Payments or Financial Services • Experience designing end-to-end customer journeys • Strong Agile experience (Scrum or SAFe) • Excellent stakeholder management and workshop facilitation skills • Ability to translate business requirements into technical delivery artefacts • Strong analytical and problem-solving skills • Experience using Jira and Confluence • Journey mapping experience using Visio, Figma or similar tools Desirable • Experience working on digital transformation programmes • Product Management experience • Customer Experience (CX) design • Payments transformation experience • Process improvement methodologies (Lean/Six Sigma) Please apply with your CV and we'll be in touch.