Customer Journey Manager (Business Analyst)

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Role: Customer Journey Manager (Business Analyst)

Job Type: Permanent

Location: London, UK

Number 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 more

TCS 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 Interactions

• Product Owners, Engineers, Integrators
• Platform Leads (BPL / TPL)
• Business Stakeholders / SMEs
• CJMs provide inputs and outputs used by delivery teams for planning and execution

Required Skills & Experience

• Strong experience working in Banking and Payment sector
• Strong experience in Customer Journey / Business Analysis / Product roles
• Proven ability to design end-to-end customer journeys
• Experience working in Agile (Scrum / SAFe) environments
• Strong stakeholder management and communication skills
• Ability to translate business needs into technical delivery inputs
• Experience in Banking / Financial Services

Tools & Competencies

• Journey mapping & process modelling tools (Visio/Figma)
• Agile tools (JIRA, Confluence)
• Data-driven analysis and problem solving

Diversity, Inclusion and Wellbeing

Tata Consultancy Services UK&I is committed to meeting the accessibility needs of all individuals in accordance with the UK Equality Act 2010 and the UK Human Rights Act 1998.

We welcome and embrace diversity in race, nationality, ethnicity, disability, neurodiversity, gender identity, age, physical ability, gender reassignment, sexual orientation. We are a disability inclusive employer and encourage disabled people to apply for this role.

As a Disability Confident Employer, we offer an interview to applicants with disabilities or long-term conditions who meet the minimum criteria for the role. Please email us at [email protected] if you would like to opt in.

If you are an applicant who needs any adjustments to the application process or interview, please contact us at [email protected] with the subject line: “Adjustment Request” or call TCS London Office 02031552100 / +44 204 520 2575 to request an adjustment. We welcome requests prior to you completing the application and at any stage of the recruitment process.