Job Overview
As a Customer Journey Expert, you own how customers experience our products end‑to‑end. You translate customer needs, market insights, and regulatory requirements into simple, scalable, and digital journeys that work in real life.
This role sits at the intersection of strategy, product, experience, and delivery—partnering closely with Product Owners, Technology, Compliance, and Operations to turn insights into journeys that are intuitive, compliant, and commercially sound.
Key Responsibilities:
Journey Strategy & Direction
- Stay up to date on market and competitor developments—pricing, features, regulations, technology, and distribution models.
- Initiate and leverage customer and market research to uncover insights that matter.
- Design journey strategies across products, channels, pricing, promotions, and processes, always starting from customer needs.
- Translate strategy into clear, practical policies and journey decisions aligned with:
- Product and service offerings
- IT architecture and platform capabilities
- Regulatory and policy requirements
- End‑to‑end process principles
Journey Ownership & Optimization
- Design, map, and continuously improve customer journeys using CX data, analytics, UX insights, and system capabilities.
- Identify experience gaps, friction points, and opportunities for simplification and automation.
- Prioritize improvements that balance customer value, feasibility, risk, and impact.
- Handle urgent journey issues and lead resolution of critical pain points.
Product & Process Enablement
- Apply strong product and service knowledge to shape compliant, competitive, and customer‑centric value propositions.
- Develop, manage, harmonize, and phase out customer processes across products and services as needed.
- Propose and implement structural improvements to workflows and operating models.
- Manage product and journey risks affecting customers, partners, and regulators.
Channels & Segment Performance
- Optimize journeys across digital and assisted channels to support segment and channel performance.
- Apply modern marketing and communication practices to improve reach, engagement, and conversion.
Business‑to‑IT Delivery
- Bring deep understanding of banking domains, platforms, and system integrations from front‑to‑back.
- Translate customer and business requirements into clear features, stories, and acceptance criteria for delivery teams.
- Actively participate in sprint planning, refinements, demos, and retrospectives.
- Collaborate with engineers and architects to ensure solutions support customer outcomes and scalability.
Education & Experience
- Bachelor's degree in Business, Economics, Finance, Engineering, MIS, Computer Science, or a related field.
- 3–5 years of hands‑on experience in customer journey mapping, business analysis, or product delivery in a digital bank or fintech environment.
- Strong understanding of banking processes and systems, including end‑to‑end integrations.
- Experience working in Agile and hybrid delivery environments.
- Strong journey thinking with the ability to connect CX, UX, data, and technology.
- Comfortable contributing across all sprint ceremonies and delivery events.
- Able to balance customer needs with regulatory, technical, and commercial constraints.
- Clear communicator who works confidently across business and technology teams.
- Structured, proactive, and comfortable navigating complex environments.
