Join us as a Complaints Journey Manager at Barclays where you'll be primarily responsible for delivery on the strategy, transformation, and continuous improvement of the end-to-end complaints journey across Barclays UK. This role plays a critical part in ensuring we deliver a customer experience for complaints that builds trust, strengthens advocacy and drives lasting loyalty at this important “moment of truth”.
In this role, you’ll shape the complaints journey strategy to meet regulatory standards, customer needs, and business goals. You’ll lead transformation using data, insight, and design thinking to create a more seamless and empathetic experience. By embedding the voice of the customer, collaborating across teams, and driving measurable improvements, you’ll ensure complaints are handled consistently and effectively. You’ll also track key performance indicators, identify root causes, and deliver sustainable technology based solutions that make a real impact.
To be successful as a Complaints Journey Manager, you should have experience with:
Demonstrated experience in customer journey management or product ownership
Deep understanding of customer experience principles and journey transformation through technology
Proven ability to lead strategic change using data, insight, and stakeholder engagement
Experience in processes to manage customer complaints and knowledge of complaint-related regulations
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.
and where applicable, ownership of related customer and colleague journeys, develops the product strategy, drive change through Barclays execution teams, make key decisions in the product lifecycle and own associated outcomes for customers, colleagues and the bank, achieved through appropriate service level agreements, regulatory compliance, risk management and controls.
Development of different commercial and business models through a strong understanding of the financial drivers of the P&L for the relevant segment/ proposition/ journey.
Evaluation of the technical feasibility, legal compliance, and potential risks associated with the development and launch of the new product.
Monitoring of market trends and analysis feedback from internal employees and target customers through prototypes, user testing sessions, and beta programs to identify areas for improvement to refine the product / process before launch.
Management of comprehensive launch plans and technical deployments for products that establish rollout timelines, marketing strategies, training initiatives and communication channels to promote the launch new products effectively.
Monitoring of key metrics such as adoption rates, usage patterns, customer satisfaction (including complaints), and revenue generation to assess the product's performance against set goals.
To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
Take ownership for managing risk and strengthening controls in relation to the work done.
Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
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