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Customer Journey Oversight Lead
Join us as a Customer Journey Oversight Lead at Barclays where you’ll primarily be responsible for driving maturity in customer‑centricity across Priority Customer Journeys. In this role you’ll work closely with Journey Owners to drive focus on the customer, ensuring that experience improvements are insight‑driven and consistently prioritised by Journey Owners across planning and delivery cycles. You will also work closely with the ways-of-working transformation programme to drive improvements in the customer-obsession maturity of your partner journey teams.
You’ll manage dashboards and use customer experience metrics (complaints, nps, etc.) to monitor journey health and progress against OKR targets as well as portfolio progress in delivering change through tools like Jira. A key part of the role will be facilitating seamless collaboration across teams, ensuring journeys are well‑mapped and improvement activities stay on track. Ultimately, you’ll help the organization “make things happen” by combining great leadership, organisational skills, and a deep understanding of customer experience and delivery progress
To be successful as a Customer Journey Oversight Lead, you should have experience with:
Proven ability to work with stakeholders across the business to hold journey owners accountable for delivering change, improving measures and metrics, and ensuring journeys are well‑mapped and effectively monitored
Excellent interpersonal and partnership‑building skills, with the confidence to influence, challenge constructively, and collaborate across multiple teams
Experience developing new operational processes and delivery people-centric change
Experience using data and customer insights to drive decision-making
Excellent understanding of customer experience data, journey performance insights, and Voice of Customer
Ability to identify pain points and operational challenges, supporting teams in prioritising and addressing issues that impact customer experience
Highly organised with great execution skills and the ability to drive progress in a complex, fast‑paced environment
Demonstrated leadership experience, including working with cross‑functional teams and supporting delivery outcomes
Some other highly valued skills may include:
Experience using Jira and SharePoint to support delivery, tracking, and governance activities
A solid understanding of Agile ways of working and how they apply within cross‑functional teams
Some understanding of customer data and analytics tools, such as Adobe Analytics, to interpret insights and support journey improvement decisions
Previous experience in financial services, ideally in a customer, operations, transformation, or journey‑focused environment
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 either London, Manchester or Northampton.
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.
