Join us as a Customer Journey Developer

• This role is a chance to help deliver on our ambitions to build and run the digital bank of the future
• You’ll continually identify opportunities to digitise, improve and manage the customer journey to deliver increased value and an effortless customer experience
• This is an opportunity to be at the heart of changing our customers' experiences, and how they bank with us both now and in the future

What you'll do

As a Customer Journey Developer within our Start and Manage My Banking Relationship team, you’ll support a prioritised journey backlog to improve the end-to-end customer journey for bereavements, closures and customer driven exits. You'll use your experience to identify opportunities to improve the customer experience and reduce pain points in the journey. Working in sprints as part of a self-organising team, you'll make sure that we place the customer at the heart of everything we do, while retaining a commercial drive. To do that you'll build an understanding of, and anticipate their needs, and you'll gather early feedback on what will deliver value.

Day-to-day, you’ll be:

• Using service design tools and techniques to understand the customer journey and identify pain points and opportunities to improve the customer experience
• Supporting the identification, development, and delivery of enhancements to the journey, ensuring all required governance is completed and the change is delivered successfully
• Monitoring the effectiveness of all changes to ensure they continue to deliver value and meet the needs of our customers
• Supporting the management of incidents effectively, and looking for opportunities to increase resilience within the customer journey
• Striving to deliver a world-class customer experience and placing the customer at the heart of all we do
• Supporting empowered decisions to deliver the prioritised digital journey backlog

The skills you'll need

We’re looking for someone who can put the customer at the heart of everything they do and deliver great customer value. You’ll have expertise in service proposition, process design, change delivery, and customer experience design and you'll have good knowledge of critical Agile capabilities and ways of working.

We’ll also expect:

• Experience of driving and delivering innovative ideas through Agile ways of working, looking at harnessing digital and technological advances that truly benefit our customers
• The ability to identify and envision what the future of the customer journey could look like
• A proven ability to adapt to quickly changing environments
• A talented communicator who can inspire and engage both customers and colleagues

Hours

Job Posting Closing Date: