Person, Face, Finger, Beard

Customer Digital Journey Analyst - 12 month Contract

UK

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Think outside the box

We know that sometimes people can be put off applying for a job if they think they can't tick every box, but if you are excited about this opportunity and think you can do most of what we are looking for, then go ahead and apply. You could be exactly what we need!

Ways of Working

At Bank of Ireland we are changing.  We are committed to enabling our colleagues to thrive and offer agile ways of working to maximise choice and flexibility in how we work and live. Varying degrees of optionality apply depending on the role.  For more detailed information on this role, please contact us, or let us know your preferred working arrangements when you apply.

Inclusion & Diversity

At the heart of our purpose is our commitment to Inclusion & Diversity: To foster an inclusive working environment where all colleagues are enabled to reach their full potential. We are working to develop a more inclusive and diverse environment, supported by the development of our Employee Support Networks.

Customer Digital Journey Analyst - 12 month Contract

UK, United Kingdom | Temporary - Fixed Term | Full time

Customer Digital Journey Analyst - 12 month Contract

  • UK, United Kingdom
  • Full time
  • Closing on: Nov 2 2021

At Bank of Ireland UK, we provide simple, flexible, accessible financial services and products to UK customers, both directly and through partnerships with trusted, respected UK brands and intermediaries.

We have recently embarked on a multi-year Strategic Transformation Programme which will significantly change our business - both in shape, size and focus.

This critical Programme has a major transformation agenda which will ensure the business will:

  • Deliver outstanding customer service backed by a deep understanding and extensive experience of our chosen markets
  • Make things simpler for our customers, providing excellent digital customer journeys via best in class distribution channels
  • Uses outsource providers, partners and capabilities to build innovative customer propositions, improve services and achieve economies of scale

Purpose of the Role

The purpose of the Customer Digital Journey Analyst role is to:

  • Support all digital design aspects including planning approach with 3rd parties.
  • Document requirements for UX, CX and tagging as well as supporting functionalities such as webchat/ chatbot.
  • Define use cases for test and support build queries/ delivery.
  • Work with internal and Brand Partner stakeholders for design, approvals and sign offs.

Key Accountabilities

  • Support and keep alignment with Lead Business Analyst.
  • Plan and Define Scope and Business Requirements gathering.
  • Deliver detailed process, organisation, and information.
  • Recommend solutions to improve product/service efficiencies and quality.
  • Review planned initiatives and system changes to identify and advise on efficient product processes (process reengineering).
  • Assist the Lead Business Analyst in determining the organisational impact of potential process changes.
  • Detail the expected impacts of any business or technology change on the existing systems, operations, organisation, operating model and end-to-end processes.
  • Conduct sessions to analyse and understand current processes, critical to quality requirements and optimal end state.

What is the Opportunity?

Working at Bank of Ireland doesn't have to mean working in an office to have an impact. Our dedication to enabling colleagues to thrive means that depending on role type you can have choice and flexibility in where you work and live, subject to your role, customer needs and our requirements. We have a hybrid working model, with home, agile hub and office based options available. We will always list a primary location which can be where you go for in person teamwork, and a location where you can best perform your role.

Please note you must live in the jurisdiction for the business to which you are contracted.

This job can be done anywhere in the UK with the primary office location as Bristol or Belfast which travel will be required for in person teamwork. Exact frequency to be agreed with manager.

Essential Skills & Experience

  • Demonstrable experience as a Customer Digital Journey Analyst within financial services.
  • Be business focussed with experience across Financial Retail Product sets.
  • Have sound technical/ technology project experience in a Business environment.
  • Demonstrable experience of Lean Methodologies/ Kaizen events/Six Sigma with consistent track record on delivery.
  • Good influencing skills.
  • Solid understanding of Microsoft Office products (Excel in particular) and VISIO.
  • Basic financial analysis skills.
  • Good analytical, problem solving, and solution design (grounded in Design Thinking & Customer Centric approach) skills.
  • Excellent oral and written communication skills.
  • Innovative thinker and agile mind-set.

Please note this is a 12 month fixed term contract opportunity.

Key Competencies

  • Customer Focused - Self
  • Agile - Self
  • Champion Transformation - Self
  • Manage Risk - Self
  • One Group, one team - Self

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Apply now

Our application form takes just minutes to complete. If you have any questions about our application, you can contact our recruitment team directly.

 

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