Barclays Glasgow, Scotland, United Kingdom
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As Barclays Tesco Integration Customer Care Service Model Lead VP, you'll work within our Transformation team within Customer Care to support Tesco Integration. This role plays a pivotal part in our Tesco Integration Customer Service workstream, leading the development of the Customer Care service model to seamlessly integrate Tesco Customer Service into the broader Customer Care framework. Your focus will be on ensuring robustness for migration, effective customer outcomes, and supporting overall business objectives.
Responsibilities include managing the design of the service model, creating a blueprint for this project and future acquisitions, ensuring the business case benefits are fully considered, and developing an integrated organisational design that considers onshore and offshore activities. You will also lead the migration approach for the Customer Servicing activity to support smooth customer and colleague integration.
This role requires leading senior stakeholder management at Director/Managing Director level, deputising for the Tesco Integration Customer Care Director at programme governance meetings, and collaborating across other programme pillars and workstreams.
To succeed, you should have operational experience within Change and Transformation programs/projects, be a problem solver comfortable working at pace and with ambiguity. Experience working with senior and diverse stakeholders, especially within financial services or retail banking, is essential. External insights and broader thinking to transformation and customer service are also valued.
We will consider applications from those able to work from our Glasgow, Liverpool, Sunderland, or Northampton sites, with regular travel to Glasgow expected.
Purpose of the role
Manage and develop existing and new products and/or services, owning related customer and colleague journeys. Develop the product strategy, drive change, make key decisions in the product lifecycle, and own outcomes for customers, colleagues, and the bank, ensuring compliance, risk management, and effective SLAs.
Accountabilities
1. Develop customer-level strategies and solutions tailored to customer needs.
2. Be a Subject Matter Expert within the Product/Proposition team, guiding stakeholders on products and journeys.
3. Develop product propositions and service strategies, defining priorities and leading execution.
4. Create and evaluate business models considering financial drivers.
5. Assess technical feasibility, legal compliance, and risks associated with new products.
6. Monitor market trends and feedback to improve products before launch.
7. Manage launch plans, including timelines, marketing, training, and communication strategies.
8. Track key metrics like adoption, usage, satisfaction, and revenue to assess performance.
Vice President Expectations
1. Contribute to strategy, requirements, and change recommendations; manage resources, budgets, and policies.
2. If managing a team, define roles, plan for future needs, and oversee performance and pay decisions.
3. Demonstrate leadership behaviors: Listen, Energize, Align, Develop.
4. As an individual contributor, serve as a subject matter expert, guide technical direction, and mentor others.
5. Advise stakeholders on impact and alignment.
6. Manage risks and strengthen controls.
7. Understand organizational functions to support business goals.
8. Collaborate across areas to stay aligned with business strategies.
9. Develop solutions through analytical thinking and research.
10. Build and maintain relationships with internal and external stakeholders to achieve objectives.
All colleagues are expected to demonstrate Barclays Values: Respect, Integrity, Service, Excellence, and Stewardship, along with the Barclays Mindset: Empower, Challenge, and Drive.
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