Customer Journey Expert - Payments Optimisation
Core
Analyze customer contact drivers and payment journey data to identify friction points and drive process improvements that reduce customer effort.
Role type
Customer Journey Expert (Retail Banking)
Builds
Streamlined customer experiences and simplified payment processes for retail banking customers
Domain
Retail Banking / Financial Services
Deliverable
product features
Required skills
Customer journey mapping, process mapping, data analysis, stakeholder collaboration, retail banking product knowledge, problem-solving
Preferred skills
Experience with Microsoft Copilot, experience in Business Analysis or Product Management
Technologies
Microsoft Copilot
Responsibilities
Analyze customer contact drivers to understand support needs, use operational data to uncover root causes, partner with Product and Operations teams to drive change, facilitate journey mapping activities, design solutions to simplify banking interactions
