Job Description: Customer Journey Specialist

Company Overview

We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as personal and business bank accounts, we offer joint accounts, accounts for 16-17 year olds, a free kids account and credit cards in the UK, with more exciting things to come beyond. Our UK customers can also save, invest and combine their pensions with us.

With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️

Hear from our UK team about what it's like working at Monzo ✨

Position Overview

Location: UK Remote Salary: £40,400 - £54,600 + Benefits Team: Customer Journey Team

The Customer Journey team is dedicated to mapping and optimising customer experiences across all touchpoints. Our mission is to identify pain points, ensure compliance, and create seamless processes that enhance customer satisfaction. We work closely with stakeholders in our Retail, Payments and Fraud product and ops teams whilst employing data-driven insights to deliver improvements and ensure our services excel in delivering exceptional customer value.

In this role, you'll work closely with the Customer Journey Lead and take ownership of the daily development of journey maps and identifying areas for improvement. Your day-to-day activities will involve engaging with cross-functional teams, gathering insights, and ensuring our processes align with established standards. You'll also participate in a community of practice focused on sharing knowledge and continually refining our approach to customer journeys.

Key Responsibilities

As the owner of journey mapping, you will collaborate with key teams and experts to map customer journeys in accordance with established blueprints, ensuring alignment with real-world processes. You will lead workshops to refine these journey maps, integrating feedback, and securing approval from service owners and stakeholders.

Ownership of Journey Mapping:

• Collaborate with key teams and experts to map customer journeys according to established blueprints, ensuring alignment with real-world processes.
• Lead workshops to refine journey maps, integrating feedback, and secure approval from service owners and stakeholders.

Identifying Opportunities:

• Own the analysis of data to identify and prioritise improvements within mapped journeys, focusing on enhancing customer experience.
• Work closely with product and operational teams to implement necessary changes and optimise Customer Experience standards.

Testing and Compliance:

• Take responsibility for testing journey processes to ensure they meet customer expectations and comply with regulations, addressing potential risks and ensuring communications are effective.

Requirements

We’d love to hear from you if you have:

• Customer Journey Experience: Extensive background in customer journey analysis, process optimisation, or a related field.
• Data Interpretation: Strong ability to analyse and interpret complex data sets to identify and capitalise on improvement opportunities.
• Independent Work Ethic: Aptitude for working independently, managing multiple projects, and meeting deadlines.
• Strong Communication: Exceptional communication skills, capable of effectively presenting to and interacting with a diverse range of stakeholders.
• Process Mapping Expertise: Proficiency in customer journey mapping, translating domain knowledge into actionable process maps that facilitate collaboration with product and technical teams.
• Regulatory Experience: Familiarity with Consumer Duty/Conduct Risk regulation, ensuring compliance across customer journeys.
• Attention to Detail: Meticulous attention to detail.

Application Instructions: Please refer to the original job posting for specific application instructions.