This is a unique hybrid role that blends business analysis with customer experience and service design.
You’ll play a key part in understanding how customers interact across end-to-end journeys, identifying pain points, and working collaboratively to design smarter, more seamless experiences.
Reporting to the Head of Experience & Business Design, you’ll partner closely with stakeholders across product, technology, and the broader business to bring data, insights, and design thinking together to drive meaningful outcomes.
What You’ll Be Doing
- Analyse customer journeys across multiple touchpoints to identify opportunities for improvement
- Translate data, research, and insights into clear, actionable recommendations
- Support the design and optimisation of end-to-end customer and business experiences
- Create visual artefacts such as journey maps, service blueprints, and insight packs
- Collaborate with cross-functional teams to co-design solutions and influence outcomes
- Facilitate workshops and contribute to human-centred design activities
- Support experimentation and testing of new ideas to validate improvements
- Champion a customer-first and design thinking mindset across the business
- A strong foundation in Business Analysis, with exposure to customer experience, service design, or journey mapping
- Ability to interpret data and research and translate it into meaningful insights and recommendations
- A design thinking mindset with a passion for improving both customer and business outcomes
- Proven experience engaging and influencing stakeholders across multiple teams
- Strong communication skills with the ability to tell a compelling story through data and design
- Experience with tools such as Figma, Mural, PowerPoint or similar visualisation tools
- Experience within financial services or complex enterprise environments
- Exposure to experimentation, testing, or research activities
- Familiarity with customer journey mapping and service design frameworks
If you’re someone who enjoys connecting the dots between data, design, and business outcomes, and you’re passionate about creating better experiences- this is an opportunity to make a real impact.
For more information call Avani- 03 80807264
Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.
