Customer Transformation - HCD - Senior Analyst
Core
Senior Analyst applying human-centred design and analytical thinking to solve complex customer and business problems in banking, retail, and government sectors.
Role type
Senior IC service design and customer experience analyst
Builds
Journey maps, delivery plans, workshop sessions, and practical recommendations for large-scale transformation programmes
Domain
Professional services consulting, customer transformation, service design
Deliverable
product features
Required skills
Human-centred design, analytical thinking, systems thinking, client collaboration, visual and creative capability, facilitation, translating ambiguity into actionable deliverables
Preferred skills
Experience in financial or professional services, relevant qualification in design/psychology/business
Technologies
Miro boards
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, strategists and clients
Seniority
Senior, hands-on IC