Customer Journey Expert (CJE)

Department Overview
The Financial Markets (FM) landscape is changing rapidly due to intensified digitalisation and regulatory requirements across multiple jurisdictions. Very liquid products are highly electronic whilst some products (e.g. Fixed Income) are in the process of accelerated electronification. Derivative products are less electronic but are included in several trading mandate regulation.

Within Front Office the BA/PO/PM team (a.k.a. Customer Journey Experts) supports the controlled delivery of business application changes and consists of senior Business Analysts Product Owners and Product Managers with expertise in Business Analysis Workflows Test/Release Management and Business Consultancy aligned to the Financial Markets (FM) business area. Their in-depth knowledge of the end-to-end business processes for the products underpinning the FM business (e.g. Cash Equities Securities Finance Derivatives FX Fixed Income and Commodities) ensures that they are able to provide the required business-focussed support to the squads and product areas to which they are assigned.

Main Duties and Responsibilities of Role:

As a Customer Journey Expert (CJE) for the Commodities Trading desk you will play a pivotal role in delivering change initiatives aligned with the strategic goals of the desk. You will combine deep market and systems knowledge with technical and business expertise to design and implement new features and workflows within the Sophis platform and related trading systems. Acting as a bridge between stakeholders and development teams you will ensure that solutions are fit for purpose compliant and delivered using Agile methodologies.

Role & Responsibilities

• Collaborate with traders quants and other stakeholders to gather and document business requirements for commodities trading workflows.

• Translate business needs into technical specifications and work closely with developers to design and implement solutions.

• Lead the delivery of new trading functionalities and platform upgrades including integration with external systems.

• Build a deep understanding of regulatory and transformation projects including conducting impact assessments and engaging with stakeholders to support successful delivery.

• Facilitate Agile ceremonies sprint planning and backlog grooming in alignment with One Agile Way of Working (OAWoW).

• Conduct and coordinate user acceptance testing (UAT) ensuring solutions meet documented requirements and gain end-user sign-off.

• Create and maintain documentation including process flows system architecture disaster recovery plans and user guides.

• Provide training and support to users and operations teams on new features and system enhancements.

• Monitor system performance and stability proactively identifying and resolving issues to ensure operational continuity.

• Act as a key point of contact for business-related queries working with the Product Owner to prioritise and manage the delivery pipeline.

Candidate Profile

Qualification/Education

• Essential: Educated to degree level

• Desirable: N/A

Experience/Knowledge

Essential:

• Overall 5 years-experience in banking and finance.

• Commodities products content knowledge and proven experience working with Sales and Trading desks.

• Content knowledge include:

• o Swaps

• o Options

• o Futures

• o Pricing

• In-depth knowledge of at least one Commodities sub-asset class:

• o Oil

• o Metals

• o Power and Gas

• o Carbon

Personal Competencies

Essential:

• Communication Skills Capable of facilitating discussions across Front Office Middle Office Risk and IT ensuring alignment and resolution of sensitive topics.

• Analytical Thinking Demonstrates strong conceptual and analytical skills with a proven ability to dissect complex systems and deliver effective solutions.

• Problem Solving Proven track record of identifying and resolving system discrepancies and trade position issues through custom-built tools and processes.

• Stakeholder Engagement Skilled in liaising with senior management quants developers and cross-functional teams to gather requirements and drive project success.

Desirable:

• Adaptability Successfully delivered projects across multiple asset classes and geographies adapting to new systems and regulatory requirements.

• Stakeholder Engagement Skilled in liaising with senior management quants developers and cross-functional teams to gather requirements and drive project success.

• Agile Methodology Expertise Experienced in leading Agile teams and promoting best practices to improve delivery consistency and team performance.

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