Customer Journey Specialist

Design the journeys that make banking simple for SME owners.

Eximbank is going through a bank-wide transformation. A new agile SME squad is redesigning customer journeys to use fewer documents, reuse data and give faster credit decisions, then piloting them with SMEs, RMs and branches before rolling them out bank-wide.

Your mission

You’ll own the design and delivery of target SME journeys, turning customer research and new SME offers into journeys and service blueprints that can actually be shipped.

What you’ll do

• Map current journeys, hand-offs, drop-offs and manual work to find the real pain points
• Design target journeys and service blueprints across RM, branch and digital channels
• Build prototypes with the Product Owner and BAs, ready for sprint delivery
• Pilot with SMEs, RMs and branches and track completion, drop-off and turnaround time
• Equip RMs and branches with journey guides and feed pilot learnings back into the design

What you bring

• 5+ years in journey design, service design or CX, with a portfolio of shipped journeys
• Experience piloting journeys with business customers
• Strong journey mapping, service blueprinting and usability testing skills
• A data-driven approach: you validate designs with funnel data
• A banking background isn’t required. Fintech, Retail / FMCG / F&B or digital product backgrounds are very welcome.

Requirements added by the job poster

• Bachelor’s Degree