Join us as a Journey Optimization Analyst and help us turn challenges into opportunities by designing and delivering end-to-end customer and colleague journey transformations across Barclays UK (BUK) Business Banking front & back-office operations. This role is central to shaping Target Operating Models (TOMs), eliminating process debt, and embedding intelligent automation and AI solutions. The successful candidate will drive measurable improvements in customer experience, operational efficiency, and control effectiveness—aligned to Barclays’ transformation strategy and digital-first agenda.
Key Responsibilities
Journey & Process Design
- Lead the reimagination of customer and colleague journeys across onboarding, servicing, due diligence and lending.
- Apply Lean Six Sigma, Design Thinking, and Agile methodologies to identify pain points, eliminate waste, and streamline handoffs.
- Translate complex operational challenges into simplified, scalable, and digitally enabled journeys.
- Drive high-impact process optimization engagements that enhance efficiency, customer experience, and risk management.
Target Operating Model (TOM) Development
- Define and evolve TOMs that align with strategic priorities, regulatory expectations, and customer needs.
- Collaborate with Product, Tech, and Ops to ensure TOMs are embedded into delivery roadmaps and change portfolios.
Intelligent Automation & AI Integration
- Deliver global and local process transformation engagements across all parts of the Group, ensuring alignment with strategic priorities.
- Identify automation opportunities across journeys using RPA, NLP, and AI/ML models.
- Shape and drive the bank’s group-wide process transformation and automation strategy (as part of the Bank’s 3 year strategy), including executive and board-level engagement and reporting.
Tooling & Visualisation
- Use Figma, Visio, and Blueworks Live to map current and future state journeys.
- Maintain a centralised journey register and ensure traceability to customer outcomes and control requirements.
Transformation Delivery & Governance
- Own the delivery of transformation initiatives, including business case development, benefit tracking, and stakeholder reporting.
- Ensure alignment with BUK’s transformation governance, including funding cycles and floorwalk showcases
To be successful as a Journey Optimization Analyst , you should possess the following skillsets:
Proven experience in journey design, process optimisation, or operational transformation within financial services.
Deep understanding of TOM design, customer-centric transformation, and regulatory frameworks (e.g. KYC, AML, Consumer Duty).
Hands-on expertise with process design tools: Figma, Visio, Blueworks Live.
Working knowledge of automation and AI technologies (e.g. RPA - UiPath / Celonis / BluePrism / Automation Anywhere, Salesforce & Agentforce, CoPilot Studio, Amazon Bedrock GenAI).
Strong analytical skills with the ability to interpret data and translate into actionable insights.
Excellent communication and stakeholder management skills across global and cross-functional teams.
Certified in Lean Six Sigma (Green Belt or higher); Agile delivery experience is essential.
Some other additional skills included are:
Experience working in Journey Labs or agile transformation environments.
Familiarity with Salesforce, Celonis, and Power BI for workflow and performance optimisation.
Ability to influence senior stakeholders and drive change in matrixed organisations.
Experience mentoring or leading transformation teams.
You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.
This role is based in our Pune office.
Purpose of the role
To collaborate with stakeholders and use data and MI to identify process optimisation opportunities for capacity creation in relevant business areas.
Accountabilities
- Development and implementation of strategies to improve the efficiency and effectiveness of banking operations, using data led insights.
- Participation in projects and initiatives to improve performance & optimisation efficiency and effectiveness.
- Development of reports and presentations on performance & optimisation and communicate findings to internal senior stakeholders.
- Identification of industry trends and developments, and collaboration with stakeholders across the bank to provide recommendations for change and improvement within performance and optimisation processes.
- Development and implementation of analytics and reporting performance & optimisation to mitigate risks and maintain efficient operations.
- Identification of capacity creation in operations using data and Management Information.
Assistant Vice President Expectations
- To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
- Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
- If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
- OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
- Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
- Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
- Take ownership for managing risk and strengthening controls in relation to the work done.
- Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
- Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
- Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
- Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
- Influence or convince stakeholders to achieve outcomes.
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.
