Customer Journey Manager (Business Analyst)

Position: Customer Journey Manager (Business Analyst) Location: London / Edinburgh (Hybrid-2 days a week from office) 12 months contract position Key Responsibilities Customer Journey Mapping & Experience Design * Support end-to-end mapping of customer journeys across Trade Finance products and applications: * Documentary Trade (LCs, Guarantees, Collections) * Open Account (SCF, Receivables Finance) * Identify pain points, inefficiencies, and opportunities for digital/API enablement * Define “as-is” and “to-be” journeys aligned to client needs and business strategy * Embed client journeys into product design, API scope, and delivery roadmap * Collaborate with business, coverage, and client teams to validate journeys * Work closely with Trade Lab and Engineering teams to define and shape Trade API strategy and use cases. * Work with product teams to prioritise API-led capabilities (e.g., LC APIs, SCF, Receivables) * Translate business requirements into architectural and design artefacts * Support RFPs, vendor onboarding, and solution evaluation * Ensure alignment to governance forums (Design Authority, Architecture Review Boards) * Create and maintain documentation, solution blueprints, and standards * Identify and manage dependencies, risks, and integration constraints Key Skills & Experience * Strong domain experience in Trade Finance (preferable) * Solid understanding of end-to-end trade workflows and client journeys * Proven experience in customer journey mapping / service design * Ability to translate client needs into product and technical solutions * Strong stakeholder engagement and communication skills * Familiarity with cloud, data, and modern architecture patterns * Experience working in Agile / hybrid delivery models * Understanding of governance frameworks and design review processes * Ability to manage complex, multi-system dependencies Desirable * Experience with Trade platforms (e.g., Surecomp, Finastra, FIS, Credble, etc.) * Worked in similar Customer Journey Mapping / Transformation roles. * Knowledge of Trade digitisation initiatives (if applicable)