Customer Journey Manager (Business Analyst)

Position: Customer Journey Manager (Business Analyst)
Location:  London / Edinburgh (Hybrid-2 days a week from office)
12 months contract position

Key Responsibilities

Customer Journey Mapping & Experience Design

• Support end-to-end mapping of customer journeys across Trade Finance products and applications:
  • Documentary Trade (LCs, Guarantees, Collections)
  • Open Account (SCF, Receivables Finance)
• Identify pain points, inefficiencies, and opportunities for digital/API enablement
• Define “as-is” and “to-be” journeys aligned to client needs and business strategy
• Embed client journeys into product design, API scope, and delivery roadmap
• Collaborate with business, coverage, and client teams to validate journeys
• Work closely with Trade Lab and Engineering teams to define and shape Trade API strategy and use cases.
• Work with product teams to prioritise API-led capabilities (e.g., LC APIs, SCF, Receivables)
• Translate business requirements into architectural and design artefacts
• Support RFPs, vendor onboarding, and solution evaluation
• Ensure alignment to governance forums (Design Authority, Architecture Review Boards)
• Create and maintain documentation, solution blueprints, and standards
• Identify and manage dependencies, risks, and integration constraints
   

Key Skills & Experience

• Strong domain experience in Trade Finance (preferable)
• Solid understanding of end-to-end trade workflows and client journeys
• Proven experience in customer journey mapping / service design
• Ability to translate client needs into product and technical solutions
• Strong stakeholder engagement and communication skills
• Familiarity with cloud, data, and modern architecture patterns
• Experience working in Agile / hybrid delivery models
• Understanding of governance frameworks and design review processes
• Ability to manage complex, multi-system dependencies

Desirable

• Experience with Trade platforms (e.g., Surecomp, Finastra, FIS, Credble, etc.)
• Worked in similar Customer Journey Mapping / Transformation roles.
• Knowledge of Trade digitisation initiatives (if applicable)