Head of Customer Journey Experience Strategic Transformation

Purpose of the role

To design the end to end journey of a service to enable a user to complete their goals. The work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of Barclays. 

Accountabilities

• Creation of design assets to drive business outcomes, including service blueprinting, customer journey mapping and service prototyping.
• Creation of intuitive and user-friendly interfaces for digital banking platforms and applications for a seamless and engaging user experience.
• Design and maintenance of visually appealing and consistent user interfaces that align with the bank's brand identity and design guidelines across digital products.
• Creation of wireframes and interactive prototypes for visualisation and testing of product concepts and features before development.
• Compliance to accessibility standards and guidelines to provide an inclusive experience for all users.
• Monitoring of industry trends, design best practices, and emerging technologies to continuously improve the design quality and innovation of banking products.
• Gathering and analysis of data from a wide range of sources to create in-depth insights into customer’s needs or pain-points to aid business understanding of the customer experience.

Vice President Expectations

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures..
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others..
• OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

As the Head of Customer Journey Experience Strategic Transformation you will lead and champion the development of the overarching, ambitious, customer experience strategy for BUK’s priority Customer Journeys.  This involves leading cross-functional teams to identify and drive opportunities to be more customer centric in our approach to customer journeys, being the catalyst for the reimagining of key end-to-end customer journeys that deliver exceptional and differentiated customer experiences. 

You’ll do this by blending commercial strategy, business design, customer insight, data analytics, customer-centred design thinking and cross-functional collaboration and influence skills to deliver human-centred experiences that align with business goals and drive customer satisfaction, loyalty and advocacy.

To be successful as a Head of Customer Journey Experience Strategic Transformation, you should have experience with

• Strategic mindset with the ability to translate complex problems into innovative solutions. Comfortable working with systems design, understanding how this can be utilised for bigger picture journey transformation.

• Expertise in business design, using design thinking skills to drive business strategy and approach.

• People leadership and coaching skills with strong experience of delivering customer-centred change.

• Ability to influence and manage stakeholders with experience of delivery in cross-functional, matrixed environments with multiple stakeholders.

• Commercial acumen, with an understanding of how excellent customer experience can drive strong business commercial outcomes

• Expertise in customer journey mapping and understanding of design thinking methodologies, partnering closely with Journey Design Leads to deliver quality journey artefacts.

• Expertise in customer data analysis, customer/competitor & market insights and horizon scanning to identify opportunities inform strategic customer journey development.

• Experience in driving and delivering transformative change.

• Experience using CX Tools e.g. Figma, Adobe Analytics, Qualtrics.

Some other highly valued skills may include

• Excellent analytical and creative problem-solving skills, with a deep sense of customer empathy.

• Proficient in using Jira and confluence.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role can be based in London (1CP), Northampton, or Manchester (4PP).