At a Glance
- Tasks: Own and optimise customer journeys, ensuring a seamless experience across products.
- Company: Join TCS, a purpose-led transformation company making a meaningful impact.
- Benefits: Full-time role with competitive salary and opportunities for professional growth.
- Other info: Diversity and inclusion are at our core; we welcome all applicants.
- Why this job: Be the voice of the customer and drive innovative solutions in a dynamic environment.
- Qualifications: Experience in Banking, Customer Journey, and Agile methodologies required.
The predicted salary is between 54450 - 66550 £ per year.
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.
Customer Journey Manager (Business Analyst) in London employer: Tata Consultancy Services
Tata Consultancy Services in Birmingham is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration. With competitive salary packages, comprehensive health care, and extensive training resources, employees are empowered to grow their skills and advance their careers in a supportive environment. Join TCS to be part of a forward-thinking team dedicated to optimising warehouse operations and delivering impactful solutions.
