Process Mapping Analyst
Process Mapping Analyst
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Job Description
Were looking for an experienced customercentric Process Mapping Analyst who isnt afraid to roll their sleeves up to help deliver the best most trusted customer service as we grow our business.
In this role youll be responsible for documenting and creating processes across Savings operations whilst continually implementing improvements and optimising the processes. You will also successfully collaborate with our operations technology and compliance teams to ensure we achieve our company growth objectives.
As a techenabled business there is a big focus on innovative AI/technology focused solutions to create the optimum customer experience whilst also enabling Tembo to scale quickly. At Tembo we utilise the latest tools and systems to deliver top class service youll own the ongoing training and utilisation of these tools to ensure the team are making the most of the tools at their fingertips (eg Using Intercom AI to automatically resolve as many tickets as possible without human intervention).
You will live and breathe our values and ensure they are embedded across the team and into every customer interaction. You will also provide data insights and reporting on performance to inform strategic decisions around future investment products and technology developments.
Qualifications :
Proven experience in process mapping documentation or operations analysis within a fintech or financial services environment
Skilled in using tools like Notion Confluence or Scribe or equivalent to create clear scalable process maps
Strong understanding of customer operations and backoffice functions particularly within savings or ISA products
Ability to work crossfunctionally with teams across Customer Service ISA Transfers Home Purchase Complaints and KYC to map endtoend journeys
Excellent attention to detail and ability to document nuanced edge cases and decision points in operational flows
Experienced in conducting process audits and discovery sessions with specialists and team leads
Proactive in identifying inefficiencies or gaps and suggesting automation or simplification opportunities
Comfortable presenting process improvements and documentation to leadership and compliance teams
A team player who enjoys turning complexity into clarity and helping teams stay aligned and scalable as Tembo grows
Passion for delivering outstanding customer experience in a fastpaced missionled business
Collaborative with exceptional communication skills
Mindset to thrive in a fastpaced dynamic startup environment
However the right mindset and attitude is more important than ticking every single box on our checklist. So if youre interested in what were doing excited by our mission and the description largely fits you then get in touch!
Additional Information :
Location: Hybrid with an office in Central London 12 days per week in the office)
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
