Head of Customer Journey Experience Strategic Transformation
Barclays—Northampton, England, United Kingdom
Role Overview
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. You will lead cross‑functional teams to identify and drive opportunities to be more customer centric, reimagining key end‑to‑end customer journeys that deliver exceptional and differentiated experiences. You’ll blend commercial strategy, business design, customer insight, data analytics, customer‑centred design thinking and cross‑functional collaboration to deliver human‑centred experiences that align with business goals and drive customer satisfaction, loyalty and advocacy.
Key Responsibilities
* Lead the creation of design assets to drive business outcomes, including service blueprinting, customer journey mapping and service prototyping.
* Design and maintain intuitive, user‑friendly interfaces for digital banking platforms and applications, ensuring a seamless and engaging user experience.
* Create wireframes and interactive prototypes for visualisation and testing of concepts before development.
* Ensure compliance with accessibility standards and guidelines to provide an inclusive experience for all users.
* Monitor industry trends, design best practices and emerging technologies to continuously improve the design quality and innovation of banking products.
* Gather and analyse data from a wide range of sources to create in‑depth insights into customer needs or pain points.
* Own the end‑to‑end journey of a service, enabling users to complete their goals across both digital and offline channels.
* Collaborate with stakeholders across the organization, including functional leadership and senior management, to align on priorities and deliver value.
Core Qualifications
* Strategic mindset with the ability to translate complex problems into innovative solutions and outcome‑focused journey transformation.
* Expertise in business design and design‑thinking skills to drive business strategy.
* People‑leadership and coaching skills with a track record of delivering customer‑centred change.
* Strong stakeholder influence and management skills within cross‑functional, matrixed environments.
* Commercial acumen: understanding how excellent customer experience can drive strong business commercial outcomes.
* Expertise in customer journey mapping, design‑thinking methodologies and partnership with Journey Design Leads.
* Experience in customer data analysis, market insights, horizon scanning to inform strategic journey development.
* Proficiency with CX tools (e.g., Figma, Adobe Analytics, Qualtrics).
* Proficient in using Jira and Confluence.
Highly Valued Skills
* Excellent analytical and creative problem‑solving skills with a deep sense of customer empathy.
* Experience delivering change in transformation projects.
Location
London (1CP), Northampton or Manchester (4PP).
Employment Type
Full‑time.
Seniority Level
Executive.
Job Function
Business Development & Sales (Banking and Financial Services).
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