Customer Journey Specialist (Fintech)

Location: Southampton, United Kingdom

Company

Wealth management business providing financial advice, investment platforms, multi-asset investment solutions and discretionary fund management across the UK, Ireland and Channel Islands.

What you will do

• Maintain the customer journey portfolio, roadmap, governance calendar, journey maps and supporting documentation.
• Facilitate journey discovery, validation, maturity reviews, ownership health checks and structured governance with stakeholders.
• Combine qualitative and quantitative evidence from customer feedback, complaints, research, operational data, risk events, digital interactions and vulnerable-customer insight.
• Develop journey scorecards and dashboards covering ownership, evidence quality, performance, risks, improvement activity and outcomes.
• Identify root causes and cross-functional themes, translate evidence into prioritised recommendations, and connect accepted opportunities to delivery routes.
• Prepare concise reports, dashboards, presentations and governance papers for senior leaders and customer-governance forums.

Requirements

• Experience in customer journey management, customer experience, service design, business analysis, operational improvement or a related discipline.
• Strong analytical capability and experience combining qualitative and quantitative evidence.
• Experience translating insight into practical recommendations, priorities and measurable actions.
• Strong stakeholder-management, facilitation, written communication and visual storytelling skills.
• Experience developing plans, roadmaps, governance packs, dashboards or management information.
• Strong understanding of Consumer Duty, including foreseeable harm, customer understanding, consumer support, vulnerable-customer needs and differential outcomes.

Culture & Benefits

• Inclusive culture focused on integrity, curiosity, constructive challenge, collaboration and ownership.
• 26 days of holiday, equivalent to 182 hours.
• Employee incentive scheme and non-contributory pension scheme with options for personal contributions.
• Private medical insurance, life assurance at four times salary and income protection at 75% of salary after 26 weeks of absence.
• Flexible benefits are available to UK employees through salary deduction.