Change Lead - Being Paid by the Bank - 12 Month Fixed Term Contract
Job Description
Purpose of the role
To focus on understanding client needs, improving the client journey, developing client-centric products and services, and driving client satisfaction.
Accountabilities
* Execution of research to understand client needs, preferences, and pain points related to banking products and services.
* Applying a holistic end-to-end lens to the client journey to identify areas for improvement and enhance the overall client experience.
* Collaborating with cross-functional teams, including UX/UI designers and departments such as marketing, operations, and technology, to seamlessly enhance the client experience and evolve the bank's products and services using customer insights.
* Collecting and analyzing data obtained through various channels such as surveys, focus groups, and client support interactions, and evaluating the effectiveness of client experience initiatives to identify areas for improvement.
* Developing and implementing client-centric strategies, initiatives, and metrics that enhance the overall client experience, drive loyalty, and track improvements over time.
* Analyzing the competitive landscape to identify industry trends and best practices in customer experience and incorporating them into the bank's product offerings.
Director Expectations
* Managing a business function, providing significant input to strategic initiatives, and influencing policies and procedures for the function. Planning, managing, and consulting on multiple complex projects.
* Managing a large team or leading organization-wide projects, acting as a technical expert and thought leader, and coaching less experienced specialists.
* Providing expert advice to senior management and committees to influence decisions outside of the immediate function.
* Managing resourcing, budgeting, and policy creation for a significant sub-function.
* Ensuring compliance with policies and regulations, and monitoring external environment, regulators, or advocacy groups.
* Demonstrating extensive knowledge of the industry and external market developments.
* Using analytical skills to solve complex problems and design solutions.
* Making significant strategic decisions and influencing stakeholders at a senior level.
* Acting as the principal contact for key clients and as a spokesperson for the division.
All senior leaders are expected to demonstrate leadership behaviors aligned with Barclays' values and behaviors, including listening, inspiring, aligning, and developing others. All colleagues should embody Barclays' core values of Respect, Integrity, Service, Excellence, and Stewardship, as well as the Mindset to Empower, Challenge, and Drive.
We have a great opportunity for a Change Lead Director to join our Global HR Team. This is a 12-month fixed-term contract based in Glasgow or Northampton.
About the Role
* Championing the users and customers of our Payroll services, working with operations and strategy teams to improve experience, effectiveness, efficiency, and control.
* Collaborating with the Head of Experience, CoE teams, technology teams, and stakeholders to deliver value through agile delivery teams, with experience in digital transformation.
* Leading efforts to transform colleague and people leader experiences, advocating for their needs and promoting a data-led, collaborative approach.
* Identifying opportunities to improve efficiencies, effectiveness, controls, and experience, prioritizing work based on data.
* Working with technical teams and stakeholders to innovate, automate, and simplify processes.
* Leading the prioritization and delivery of the change portfolio related to colleague journeys.
Skills and Experience
* Experience in digital transformation.
* Workday experience is desirable but not essential.
* Payroll experience is desirable but not essential.
* Experience working across stakeholders in an agile environment.
* Data-driven approach.
Finance is the oxygen of the economy. Acting transparently and with expertise, we deploy finance responsibly to support people and businesses.
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