IG Group on cord

IG Group

Senior Journey Transformation Analyst

External position
London, UK
Hiring internally for IG Group?
FinTech · Investment
Powering the pursuit of financial freedom for the ambitious.
Posted
6 days ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: Business Analyst
Experience level: Senior
Core skills considered: Business Analysis, Agile, Scrum, Jira, Process management
Other skills considered: Stakeholder Management, Data Analysis, Project Management, Customer service

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Journey Transformation owns the end-to-end journeys that clients and colleagues move through: onboarding, funding, trading, servicing, disputes and account closure on the client side, and the operational workflows that sit behind all of them. Our job is to find where those journeys break, prove what the breakage costs, and drive the fix through to a measured result. Digital servicing and conversational AI are one lever we pull. Process redesign, channel change, automation, system configuration, policy change and eliminating steps at source are others. The lever follows the diagnosis, never the reverse. You are the engine of that mission. You work out where friction and servicing demand are really coming from, build the evidence for what will remove them, and drive those changes through to delivery and proven results. Working directly alongside the Head of Journey Transformation in a small core team, you will help establish our journey intelligence capability from the ground up: the mapping standards, the diagnostic methods and the evidence bar the team is held to. Change runs down two routes. Some is delivered directly within Operations, through our servicing and contact centre technology estate - and you will own that end to end. Some belongs on the roadmaps of other teams, such as app and web product, platform APIs, marketing or compliance, and has to earn its place there on the strength of the evidence behind it - so you will build cases strong enough to do that, then carry them through the governance that prioritises them. This is not a documentation role. The mandate is change shipped and results proven.

What success looks like

  • A credible current-state picture exists across our priority journeys, client and operational, to a standard the business trusts and returns to.
  • Journey improvement runs as an ongoing cycle rather than a series of projects: a pipeline that always holds the next evidenced opportunity and shipped changes that continue to be optimised against live performance.
  • The first changes have delivered proven, sustained improvement against their baselines, with guardrails intact, so friction is genuinely removed rather than moved.
  • Success is measured in client and business outcomes, not technology milestones, to an evidence standard Finance signs off without argument.
  • Other teams bring their journey problems to us, because the cases we put on their roadmaps delivered for their objectives as well as ours.

What you'll do:


Diagnose

  • Map and analyse end-to-end journeys across both client experiences and internal operational workflows, producing current-state assessments in BPMN or equivalent notation, and quantifying friction through cost, manual effort, error and rework rates, compliance exposure and scalability constraints.
  • Lead journey discovery: run deep-dive sessions with operational teams, advisors, team leaders and system owners, capturing qualitative pain points alongside quantitative impact.
  • Drive contact and failure demand to root cause, using contact reason data, conversation analytics, operational MI, advisor insight and journey analysis - going beyond what clients ask about to why the journey made them ask.

Build the case

  • Own the pipeline of journey improvement and cost-to-serve opportunities: identify, size, prioritise and sequence them into a delivery roadmap and a maintained backlog.
  • Build the case for each change: baseline established before any forecast, benefits sized conservatively at marginal cost, delivery route identified, guardrails defined.
  • Produce evidence-based business cases with clear ROI, risk assessment and competitive benchmarking, pitched in terms the receiving audience acts on, whether that is Operations, Finance, Product or Compliance.

Deliver

  • Translate journey improvements into clear business requirements, functional specifications and user stories, with Jira tickets and traceability maintained from journey finding through to system change.
  • Own delivery of in-remit changes end to end, from definition through build to live.
  • Broker changes owned by other teams onto their roadmaps through agreed governance, with evidence and a clear articulation of the benefit to their objectives as well as ours.

Prove

  • Own performance in life: track every shipped change against its baseline, confirm the improvement is real and sustained before any benefit is claimed, and feed live performance into the next iteration.
  • Hold the quality bar. On client journeys, deflection counts only as resolution: repeat contact rates and journey CSAT operate as guardrails on every case. On operational journeys, the equivalent test is that work removed is work eliminated, not work displaced to another team.
  • Work closely with the data team on measurement design, with finance partners on benefits realisation, and with frontline advisors and team leaders whose insight is a primary source.
  • Operate with awareness of IG's regulatory context, including Consumer Duty outcomes, the needs of vulnerable clients and the demands of a multi-jurisdictional operating model.

What You'll Need:

You can take a messy, real-world journey - client-facing or back-office - and turn it into a clear logical map with a defensible number attached to the friction, then carry the fix through delivery and stand behind the result afterwards.


Diagnostic craft

  • Strong experience mapping end-to-end journeys across both customer-facing and operational processes, using BPMN or equivalent notation and tools such as Visio, Lucidchart or Miro.
  • Proven ability to run stakeholder interviews and discovery sessions, asking detailed questions about how work actually happens and getting to the answer underneath the first one.
  • A data-led approach to root cause: comfortable in contact and operational analytics, and in designing the measurement that will later prove the change worked.

Evidence and outcome ownership

  • You establish a baseline before you forecast, size benefits conservatively, and have had your numbers challenged by finance or governance partners and defended them.
  • You have owned an improvement outcome through to a measured result, and can speak precisely to the baseline, what landed and how it was proven.
  • Comfortable owning a pipeline and a roadmap: prioritising by value, sequencing sensibly, and keeping a backlog honest.

Delivery and influence

  • Proven ability to write business requirements, functional specifications and user stories, prioritise a backlog across sprints, and work day to day with engineering and delivery teams in an agile environment.
  • Familiarity with Jira or similar tools, and an understanding of how journey changes translate into system configuration.
  • Demonstrated ability to get change onto roadmaps you do not control, in a matrixed or decentralised organisation, by building the case in the receiving team's own terms.
  • Credible with frontline operational teams, senior management and technical delivery alike.

Bonus if you have

  • Background in financial services, fintech, or trading environments.
  • Experience driving digital transformation in customer service organisations.
  • Familiarity with regulatory training requirements in financial markets.
  • Experience in an FCA-regulated environment, including familiarity with Consumer Duty.
  • Hands-on experience delivering conversational AI or digital self-service in a client servicing context, sufficient to shape and challenge what gets built.
  • Experience of contact centre operations and working directly with frontline teams.

Company Benefits

  • Competitive salary
  • Flexible Benefits Package on top of your salary (x%)
  • Private medical cover for you and your family
  • Life insurance
  • Contribution to gym memberships
  • 25 Days holiday, with 1 additional day off to celebrate your Birthday & 2 additional days off a year for voluntary work (28 in total)
  • The option to buy or sell holiday days
  • Unlimited access to the LinkedIn Learning Platform
  • A comprehensive global and local onboarding process
  • Employee-led LGBTQ+, Women’s, Black and Parents & Carers networks with an annual budget for organising events & projects that foster an open, diverse and inclusive culture
  • Option to participate and create ESG initiatives based on IG Brighter Future Fund
Senior Journey Transformation Analyst at IG Group
Position posted 6 days ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
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