Gazelle Global
Customer Journey Manager (BA)
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Customer Journey Manager (Business Analyst)
Location: London | Work Model: Hybrid | Contract
The Customer Journey Manager (CJM) is responsible for owning and optimizing end-to-end customer journeys across products and platforms. The role acts as the voice of the customer within Agile delivery teams, ensuring solutions deliver a seamless and customer-centric experience.
Key Responsibilities
- End-to-end journey thinking – experience of mapping & designing customer journeys, able to see beyond individual touchpoints and optimise the complete customer experience.
- Empathy and customer advocacy – champions the customer perspective in discussions and decision-making.
- Systems and process mindset – understands how people, processes, technology and policy interact across the journey.
- Collaboration and influence – work effectively across product, design, operations, technology and business teams to drive change.
- Customer and market research – proactively identifies competitor journeys which we could learn from, tests improvements with customers. Is creative & disruptive in their thinking about how we solve customer problems.
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Key Interactions
- Product Owners, Engineers, Integrators
- Platform Leads (BPL / TPL)
- Business Stakeholders / SMEs
CJMs provide inputs and outputs used by delivery teams for planning and execution.
Required Skills & Experience
- Strong experience working in Banking and Payment sector
- Strong experience in Customer Journey / Business Analysis / Product roles
- Proven ability to design end-to-end customer journeys
- Experience working in Agile (Scrum / SAFe) environments
- Strong stakeholder management and communication skills
- Ability to translate business needs into technical delivery inputs
- Experience in Banking / Financial Services (preferred)
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Tools & Competencies
- Journey mapping & process modelling tools (Visio/Figma)
- Agile tools (JIRA, Confluence)
- Data-driven analysis and problem solving
Success Criteria
- Clear and well-defined customer journeys
- High-quality user stories supporting delivery
- Improved customer experience and process efficiency
- Strong collaboration across business and technology teams
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