Senior Project Lead - Scrum Master (GB)

Job Summary

Key Responsibilities

• Customer Journey Manager - Band E Job Description Role purpose Undertake a detailed discovery to understand and document how existing applications and capabilities are used across the business. Map end-to-end use cases, customer and colleague journeys, pain points, dependencies and business outcomes, then translate the findings into clear, prioritised and delivery-ready user stories and acceptance criteria. The role will ensure customer and colleague needs are represented throughout discovery and provide the evidence needed to shape modernisation and future delivery. What you’ll do Lead structured discovery across the in-scope applications, engaging business users, subject-matter experts, Product Owners, engineers and other stakeholders. Map current application use cases, user groups, end-to-end journeys, hand-offs, workarounds, pain points, controls and operational dependencies. Capture the purpose, frequency, criticality and business outcome of each use case, including what would happen if the capability were unavailable or changed. Facilitate interviews, workshops and walkthroughs to validate how applications are used in practice and reconcile differences between documented processes and actual use. Turn discovery evidence into clear journey maps, process flows, use-case inventories, problem statements and prioritised requirements. Translate validated needs into well-structured user stories, acceptance criteria and supporting artefacts that are ready for Product Owner review and engineering refinement. Work closely with the Product Owner to support backlog creation, prioritisation and roadmap decisions, ensuring customer and colleague outcomes remain central. Identify cross-application dependencies, risks, assumptions, data needs, control considerations and gaps requiring further investigation. Maintain traceability from stakeholder evidence and use cases through to user stories, ensuring requirements are complete, testable and aligned to agreed outcomes. Communicate discovery findings clearly to technical and non-technical audiences, building shared understanding and consensus across internal, external and partner teams. Who are we looking for A customer-focused and curious individual who can quickly understand complex application landscapes and how colleagues use technology to deliver business outcomes. A confident facilitator who can ask effective questions, challenge constructively and draw out detail from a broad range of stakeholders. An analytical thinker who can bring structure to incomplete or conflicting information and distinguish genuine needs from proposed solutions. A clear communicator who can translate business language into delivery-ready requirements and explain technical considerations in an accessible way. A collaborative colleague who builds trust, works effectively across business and engineering teams and is comfortable operating in an ambiguous discovery environment. Someone with strong ownership, attention to detail and the resilience to maintain momentum across multiple stakeholder groups and dependencies. What you’ll need Proven experience in customer journey management, business analysis, service design, product discovery or a comparable change role. Demonstrable experience of mapping current-state customer or colleague journeys, business processes and application use cases. Strong workshop facilitation, stakeholder interviewing and requirements elicitation skills. Practical experience of writing high-quality user stories and acceptance criteria, ideally within Jira and an Agile delivery environment. Ability to document business outcomes, pain points, controls, dependencies, assumptions and non-functional considerations in a clear and consistent way. Experience working with Product Owners, engineers, architects, delivery colleagues and business subject-matter experts to refine requirements. Ability to analyse qualitative and quantitative evidence, validate findings and present concise recommen
• Lead structured discovery across the in-scope applications, engaging business users, subject-matter experts, Product Owners, engineers and other stakeholders. Map current application use cases, user groups, end-to-end journeys, hand-offs, workarounds, pain points, controls and operational dependencies. Capture the purpose, frequency, criticality and business outcome of each use case, including what would happen if the capability were unavailable or changed. Facilitate interviews, workshops and walkthroughs to validate how applications are used in practice and reconcile differences between documented processes and actual use. Turn discovery evidence into clear journey maps, process flows, use-case inventories, problem statements and prioritised requirements. Translate validated needs into well-structured user stories, acceptance criteria and supporting artefacts that are ready for Product Owner review and engineering refinement. Work closely with the Product Owner to support backlog creation, prioritisation and roadmap decisions, ensuring customer and colleague outcomes remain central. Identify cross-application dependencies, risks, assumptions, data needs, control considerations and gaps requiring further investigation. Maintain traceability from stakeholder evidence and use cases through to user stories, ensuring requirements are complete, testable and aligned to agreed outcomes. Communicate discovery findings clearly to technical and non-technical audiences, building shared understanding and consensus across internal, external and partner teams. Who are we looking for A customer-focused and curious individual who can quickly understand complex application landscapes and how colleagues use technology to deliver business outcomes. A confident facilitator who can ask effective questions, challenge constructively and draw out detail from a broad range of stakeholders. An analytical thinker who can bring structure to incomplete or conflicting information and distinguish genuine needs from proposed solutions. A clear communicator who can translate business language into delivery-ready requirements and explain technical considerations in an accessible way. A collaborative colleague who builds trust, works effectively across business and engineering teams and is comfortable operating in an ambiguous discovery environment. Someone with strong ownership, attention to detail and the resilience to maintain momentum across multiple stakeholder groups and dependencies. What you’ll need Proven experience in customer journey management, business analysis, service design, product discovery or a comparable change role. Demonstrable experience of mapping current-state customer or colleague journeys, business processes and application use cases. Strong workshop facilitation, stakeholder interviewing and requirements elicitation skills. Practical experience of writing high-quality user stories and acceptance criteria, ideally within Jira and an Agile delivery environment. Ability to document business outcomes, pain points, controls, dependencies, assumptions and non-functional considerations in a clear and consistent way. Experience working with Product Owners, engineers, architects, delivery colleagues and business subject-matter experts to refine requirements. Ability to analyse qualitative and quantitative evidence, validate findings and present concise recommen
• Customer Journey Manager - Band E Job Description Role purpose Undertake a detailed discovery to understand and document how existing applications and capabilities are used across the business. Map end-to-end use cases, customer and colleague journeys, pain points, dependencies and business outcomes, then translate the findings into clear, prioritised and delivery-ready user stories and acceptance criteria. The role will ensure customer and colleague needs are represented throughout discovery and provide the evidence needed to shape modernisation and future delivery.
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