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- Tasks: Analyse and optimise customer journeys to enhance user experiences.
- Company: Dynamic consultancy focused on improving customer interactions.
- Benefits: Competitive daily rate, hybrid work model, and career growth opportunities.
- Other info: Inclusive environment that values diverse talents and perspectives.
- Why this job: Make a real impact on customer experiences while collaborating with talented teams.
- Qualifications: Experience in journey mapping, strong analytical skills, and stakeholder management.
The predicted salary is between 63000 - 66300 £ per year.
Location: Edinburgh (Hybrid - Office twice a week)
Contract Length: 18 - 24 months
Daily Rate: £475.00 (Umbrella) or a PAYE salary of £63,000 per annum + 5% annual bonus
Are you passionate about optimising customer experiences? Do you thrive in collaborative environments where your insights can make a real difference? If so, we want to hear from you!
Role Overview: As a Customer Journey Manager within the Intermediary Platform Savings Lab, you will play a pivotal role in analysing and optimizing the end-to-end journeys on our client's platform. Your primary focus will be on enhancing the experience for operational colleagues, while also positively impacting advisors and clients. You'll collaborate with a diverse team of Product, Engineering, Technology and Operations experts to ensure every user interaction is seamless and exceeds expectations.
Key Responsibilities:
- Journey Mapping & Design: Create comprehensive as-is and to-be journey maps to support in-flight releases. Collaborate with Product and Technical Application Specialists to ensure designs reflect the intended user experience. Work with UI/UX colleagues to develop an omni-channel view of key customer journeys.
- User Understanding & Insight: Utilise qualitative and quantitative insights to identify opportunities for improvement. Integrate insights from various data sources to provide a holistic view of customer journeys.
- Journey Optimization & Continuous Improvement: Identify and prioritise key customer journeys for analysis. Design and promote improvement initiatives based on customer and operational impact. Continuously assess journey performance from both customer and business perspectives.
Key Skills & Capabilities:
- Core Skills: Strong user-centric mindset with the ability to represent customer needs in complex environments. Proven experience in journey mapping and service design across multiple channels and systems. Excellent analytical skills to synthesize insights from data, research, and stakeholder feedback. Outstanding stakeholder management and influencing skills across diverse teams.
- Delivery & Ways of Working: Experience working in agile, product, or change delivery teams. Ability to support prioritization and decision-making using customer impact and evidence. Comfortable facilitating workshops, ceremonies, and alignment sessions.
Why Join Us?
- Impact: Your work will directly enhance customer and operational experiences.
- Collaboration: Work alongside talented colleagues in a supportive and innovative environment.
- Growth: This is a fantastic opportunity to develop your skills and advance your career in customer journey optimisation.
If you're excited about this opportunity and believe you have what it takes to make a significant impact, we would love to hear from you! Apply today and take the next step in your professional journey.
Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.
Please be advised: if you haven't heard from us within 48 hours, then unfortunately your application has not been successful on this occasion. We may, however, keep your details on file for any suitable future vacancies and contact you accordingly.
We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.
Business Analyst in Edinburgh employer: Pontoon
Contact Detail:
Pontoon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Business Analyst in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend industry events in Edinburgh. You never know who might have the inside scoop on job openings or can refer you directly to hiring managers.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer journey optimisation. We recommend role-playing with a friend or using online resources to get comfortable discussing your experience and insights.
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've used data to improve customer experiences in previous roles. This will help you stand out as a candidate who can make a real impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Business Analyst in Edinburgh
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Business Analyst role. Highlight your experience in journey mapping and user-centric design, as these are key skills we're looking for!
Showcase Your Analytical Skills: We want to see how you can synthesise insights from data and research. Include specific examples of how you've used analytical skills to improve customer journeys in your previous roles.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to see your relevant experience and skills at a glance.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
How to prepare for a job interview at Pontoon
✨Know Your Customer Journeys
Before the interview, dive deep into understanding customer journey mapping and service design. Familiarise yourself with the key responsibilities of the role and think about how your past experiences align with optimising customer experiences.
✨Showcase Your Analytical Skills
Be prepared to discuss specific examples where you've used qualitative and quantitative insights to drive improvements. Highlight any tools or methodologies you’ve employed to analyse data and synthesise insights effectively.
✨Demonstrate Collaboration
Since this role involves working with diverse teams, come ready to share instances where you successfully collaborated with product, engineering, or operations teams. Emphasise your stakeholder management skills and how you’ve influenced decisions in a team setting.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think about potential challenges in customer journey optimisation and how you would approach them. This will show your proactive mindset and readiness to tackle real-world issues.