Job Title: Customer Journey Manager

Contract Length: 6 months (Potential to extend)

Location: Edinburgh

Rate: 550 per day (Umbrella) or PAYE Salary of 70,000 per annum

Working pattern: Hybrid (Office twice a week)

About the Opportunity

Our client, a leading organisation within the financial services sector, is seeking an experienced Business Analyst to support a large-scale customer, account, and asset migration onto a new platform. This role will play a key part in ensuring complex customer, operational, and data requirements are translated into clear migration rules and delivery outcomes, while maintaining a strong focus on customer experience and regulatory compliance.

Key Responsibilities

Define and document customer migration requirements, data rules, and business processes.
Analyse customer and operational data to support migration planning and delivery.
Design and improve customer journeys to ensure a seamless transition experience.
Collaborate with technical, operational, and business teams to translate requirements into practical solutions.
Support testing, validation, and migration activities to ensure successful delivery.
Manage stakeholder relationships and provide regular updates across project teams.
Ensure governance, risk, and regulatory considerations are incorporated throughout the migration lifecycle.

What We're Looking For

Proven experience in Customer Journey Management, Business Analysis, or Process Design within financial services or large-scale transformation programmes.
Strong analytical skills with the ability to interpret data and understand its impact on customer and operational processes.
Experience translating technical information into clear business requirements and outcomes.
Excellent stakeholder management and communication skills.
Agile delivery experience, including the use of Jira, Confluence, and Excel. SQL knowledge would be advantageous.
Previous experience within wealth management, investments, pensions, or platform migrations is desirable.

Why This Role? This is a fantastic opportunity to be at the heart of a significant customer and asset migration, addressing complex data challenges alongside a talented team. The role promises to deliver a rewarding experience, ensuring a safe migration and an outstanding experience for customers, advisers, and colleagues alike.

If you are ready to tackle exciting challenges and make a meaningful impact, this role may be the perfect fit. Don't miss out on the chance to contribute to this dynamic project with a leading organisation!

Apply Now! Take the next step in your career and contribute to a transformative project in the financial services sector!

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.

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.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

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