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Business Analyst

2 months ago

Chester, United Kingdom Pontoon Solutions Full time

BUSINESS ANALYST

CHESTER

6 MONTH CONTRACT


About Us:

In Consumer Finance, we take care of the end-to-end customer and colleague journeys and experience for cards and loans products across all channels.


A new opportunity has arisen for a BA within the Credit Cards Lab based in Chester.


We know that our customers want us to help them live their lives with a smooth service and easy access to the finance they need on a day to day basis, with credit cards that are available to them and meet a wide variety of needs. With our high street brands, alongside MBNA, the Credit Cards teams will design and price our propositions, manage our products, customer experience and our supplier relationships.


About the Role:

  • The BA plays a crucial role in product development; assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. Alongside the rest of the team, the BA plays a key role in making sense of this insight and factoring it into prioritisation approaches and design choices.
  • The lead Customer Journey Manager is responsible for understanding and optimising the end-to-end customer experience (internal and external) to ensure their needs remain at the forefront of all journeys. They will be responsible for continuous improvement of the journey and for orchestrating across functional boundaries to ensure journey effectiveness.
  • This will be achieved through collaborating with colleagues in Product, Engineering, and 3rd parties to ensure the intended user experience, and journey or process design, is accurately represented.


Key Skills:

  • Customer Centricity - Promotes value of customer outcomes with team and peers and ensures that work efforts achieve these. Anticipates customers' needs and uses customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities.
  • Problem Solving - Takes action to implement the best solution, setting up and leading a team as required, and planning and directing activities from start to finish to put the solution in place. Communicates plan with all stakeholders.
  • Stakeholder Management - Develops and improves stakeholder relationships to build consensus and improve delivery of change outcomes. Uses experience to manage conflicting priorities by facilitating discussion and resolution, persuading stakeholders to consider alternative views.
  • Values and Behaviours - Innovates to go faster by taking responsibility for challenging existing processes; being an early adopter of change and viewing advancements in technology as opportunities to help us deliver for our customers. Inspires others by building rapport and gaining commitment through strong personal identity. Embracing diverse viewpoints; demonstrated in the way they do business and collaborate with others. Demonstrates a growth learning mindset and is open to new experiences to intentionally grow their individual and team Skill.


Highly Desirable:

  • Previous experience of supporting / working on Credit Card Migration Programme(s)
  • Credit Card product and system knowledge
  • Agile mindset - Jira and Confluence experience


If you believe you have the experience required, please apply with your CV now for instant consideration


TO APPLY - PLEASE APPLY WITH AN UP-TO-DATE CV

Candidates will ideally show evidence of the above in their CV in order to be considered.

Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

*Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone’s chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.