Customer Transformation - HCD - Senior Analyst
Core
Senior Analyst applying human-centred design and systems thinking to solve complex customer and business problems in banking, retail, and government sectors.
Role type
Senior IC customer transformation analyst (service design)
Builds
Journey maps, delivery plans, workshop sessions, and practical recommendations for large-scale transformation programmes.
Domain
Professional services / Financial services / Customer Experience (CX)
Deliverable
product features
Required skills
Human-centred design, analytical thinking, systems thinking, visual and creative capability, client facilitation, translating ambiguity into actionable deliverables
Preferred skills
Consulting experience in service design or transformation, experience with Miro boards, collaborative mindset
Technologies
Miro, A.I. tools
Responsibilities
Apply design thinking to support large scale transformation programmes from problem definition to implementation; work directly with clients to understand challenges and shape recommendations; translate insights into clear deliverables including journey maps and delivery plans; co-create solutions with designers, technologists, and clients.