customer journey analyst

We are seeking a Customer Journey Analyst to join our CX & Simplification Unit, under Retail & Digital Banking Group, and play a pivotal role towards redesigning how our Bank delivers value to customers.

You’ll engage with a broad range of products & services across customer lifecycle touchpoints applying analytical thinking, problem-solving and data-driven methods to simplify processes, enhance experience and boost operational efficiency.

Your key responsibilities will be:

• Map and analyze current (“as-is”) customer journeys/episodes to identify pain points, bottlenecks, and cost drivers.

• Lead the way towards the design of the ideal journey by leveraging various methodologies (Lean Six Sigma, Desing Thinking etc) ensuring customer & operational excellence in parallel.

• Support Agile squads & Hybrid Teams ensuring timely and high-quality delivery.

• Measure the impact of initiatives to guide prioritization and capture efficiency gains.

• Perform gap analysis between journeys offered among different channels aiming to offer an omnichannel experience.

• Monitor key journey KPIs and collect internal feedback to drive continuous improvement.

• Disseminate information related to journey’s highlights via informative presentations aiming to increase internal awareness.

You will be a great candidate if you:

• Have 2-4 years of relevant professional experience in strategy/management consulting/process re-engineering/banking.

• Hold BSc and/or MSc degree in Engineering (preferably), Mathematics, Statistics or Physics.

• Are Proficient of the MS Office suite.

• Are fluent in English (both in writing and verbally).

• Strong analytical and problem-solving mindset with the ability to structure complexity.

• Have strong interpersonal and communication skills, collaborative spirit, agility and can-do attitude.

What’s in it for you:

• Competitive remuneration. 

• Hybrid work: work-life balance through remote and in-office work.    

• Learning & Development: 

• Access Unlimited Udemy Learnings, international training methodologies 

• Upskilling, Professional development and career guidance from successful executives.    

• Identification and Utilization of Talent Pool through a structured Talent Management process.    

• Wellbeing: 

• Premium Health & Life insurance for you, your partner and/or your family and mental health support.  

• Pension plan to support your plans and future financial expectations.   

• Team building & wellbeing activities.   

• Potential Extra days of annual leave (Winter Bonus).     

• Engage in volunteering activities through our TeamUp program. 

• Extra Benefits:

• Exclusive discounts at partner stores.   

• Staff pricing for banking products.   

• Nursery and summer camp allowance for your little ones.