Company Overview

The organisation operates within the digital banking and financial technology industry, developing online financial services designed to make banking activities more accessible, convenient and efficient.

Its digital platforms support customer onboarding, account administration, money transfers, payment activities and other essential financial services. The organisation places importance on delivering consistent digital experiences by understanding customer behaviour, identifying service obstacles and improving the way users interact with financial products.

It seeks a customer-focused analytical professional who can evaluate digital banking journeys and recommend practical improvements across customer-facing services.

Role Summary

The Digital Banking Customer Journey Analyst will examine how customers interact with digital banking platforms, from initial registration through everyday financial activities and ongoing account management.

The role involves analysing customer behaviour, identifying friction points, evaluating service performance and translating customer insights into recommendations for product and operational improvements.

The successful candidate will collaborate with product managers, UX designers, customer support teams, data analysts and technology professionals to improve the overall digital banking experience.

Key Responsibilities

• Analyse customer journeys across digital banking websites, mobile applications and self-service platforms.

• Evaluate user experiences during account registration, identity verification and account activation.

• Examine customer interactions involving payments, transfers, account access and transaction management.

• Identify stages where customers experience unnecessary delays, confusion or difficulties.

• Analyse customer feedback and service interaction data to identify recurring experience problems.

• Review customer journey performance using relevant digital analytics and reporting tools.

• Work with product teams to identify opportunities to simplify banking processes.

• Coordinate with UX designers to communicate customer experience findings and improvement requirements.

• Evaluate the effectiveness of changes introduced to customer-facing banking services.

• Prepare journey maps illustrating important customer interactions and potential service gaps.

• Analyse customer drop-off points during onboarding and digital account registration.

• Collaborate with customer support teams to understand common service complaints and user difficulties.

• Monitor customer experience indicators and prepare periodic performance reports.

• Support user research activities, customer surveys and feedback analysis.

• Identify opportunities to improve self-service functionality and reduce avoidable customer support requests.

• Maintain documentation covering customer journey findings and improvement recommendations.

• Present analytical insights to relevant product and operational stakeholders.

Requirements and Qualifications

• Bachelor’s degree in Business Administration, Marketing, Economics, Information Systems or a related discipline.

• Previous experience in customer journey analysis, digital banking, customer experience or product analytics.

• Understanding of digital financial services and online banking processes.

• Familiarity with customer journey mapping and user experience evaluation.

• Experience analysing customer feedback and behavioural data.

• Knowledge of tools such as Google Analytics, Mixpanel, Amplitude or similar analytics platforms.

• Proficiency in Microsoft Excel and data reporting applications.

• Familiarity with dashboard tools such as Power BI or Tableau is advantageous.

• Understanding of customer onboarding and digital service delivery processes.

• Strong analytical and problem-solving abilities.

• Excellent written communication and presentation skills.

• Ability to translate customer insights into practical business recommendations.

• Strong attention to detail and organisational skills.

• Ability to work collaboratively with distributed product and operational teams.

Benefits

• Fully remote working arrangement within Estonia.

• Opportunity to improve customer experiences across modern digital banking platforms.

• Exposure to fintech product development and digital customer analytics.

• Professional development in customer experience and financial technology.

• Collaboration with product, design, data and customer operations professionals.

• Opportunity to influence improvements in digital banking services.

• Long-term career development within fintech product and customer experience functions.

Application Instructions

Interested candidates should submit an updated CV highlighting their experience in customer journey analysis, digital banking, customer experience or product analytics. Applicants should describe their familiarity with journey mapping, behavioural analytics, customer feedback evaluation and digital service improvement initiatives.

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