Senior Journey Transformation Analyst (Fintech)

Location: City of London, United Kingdom

Company

FTSE 100 fintech operating across five continents, serving more than 1.4 million customers and processing billions of dollars in transactions.

What you will do

• Map and analyse end-to-end client journeys and internal operational workflows using BPMN or equivalent notation.
• Lead discovery sessions with operational teams, advisors, team leaders, and system owners to identify friction and root causes.
• Own the pipeline, roadmap, and backlog of journey improvement and cost-to-serve opportunities.
• Build evidence-based business cases with baselines, conservative benefit estimates, ROI, risk assessments, and guardrails.
• Translate improvements into business requirements, functional specifications, user stories, and Jira tickets, then own in-scope delivery through to live implementation.
• Measure shipped changes against baselines and work with data, finance, and frontline teams to confirm sustained results.

Requirements

• Strong experience mapping customer-facing and operational journeys with BPMN or equivalent tools such as Visio, Lucidchart, or Miro.
• Experience leading stakeholder interviews and discovery sessions and using contact and operational analytics for root-cause analysis.
• Demonstrated ownership of improvement outcomes, including baseline definition, benefit sizing, delivery, and measured results.
• Experience managing improvement pipelines, roadmaps, and backlogs, prioritising work by value.
• Ability to write business requirements, functional specifications, and user stories and work with engineering and delivery teams in an agile environment.
• Experience influencing roadmaps in matrixed organisations and communicating effectively with operational, management, finance, product, compliance, and technical stakeholders.

Nice to have

• Background in financial services, fintech, or trading environments.
• Experience with digital transformation in customer service, contact centre operations, conversational AI, or digital self-service.
• Familiarity with FCA-regulated environments, Consumer Duty, financial-market regulatory training, Lean, or Six Sigma.
• Experience working across multiple jurisdictions or regulatory regimes.

Culture & Benefits

• Competitive salary and a Flexible Benefits Package worth 12% of salary.
• Private medical cover, life insurance, and a gym membership contribution.
• 28 total days off, including 25 days of holiday, a birthday day, and two volunteering days, with the option to buy or sell holiday days.
• Unlimited LinkedIn Learning access and comprehensive global and local onboarding.
• Enhanced parental pay and leave, employee-led inclusion networks, mentoring, volunteering, sports and social clubs, and ESG initiatives.