Embark on a transformative career journey as a Senior Vice President – Client Experience & Enablement at Barclays, where you will shape and lead a proactive, insight-driven client experience function that delivers exceptional outcomes for clients and the business. As a senior leader, you will be responsible for evolving the Client Experience Partner (CEP) function from a reactive servicing model to a strategic client enablement capability. Working closely with Coverage, Operations, Technology, Product, and Change teams, you will champion a client‑centric approach that identifies root causes, drives digital adoption, and delivers scalable improvements that enhance both client satisfaction and operational effectiveness.
You will build and inspire a high‑performing team of Client Experience Partners, fostering a culture of accountability, collaboration, continuous improvement, and data‑driven decision making. Acting as the voice of the client internally, you will influence business priorities, shape service strategies, and ensure client insights are translated into tangible improvements across the organisation.
The successful candidate will bring a proven track record of leading client experience transformation, build strong stakeholder relationships, and deliver measurable outcomes in complex, matrix environments. You will combine strategic thinking with execution excellence, balancing client needs, commercial objectives, and risk considerations to create lasting value.
If you are passionate about improving client experiences, leading high‑performing teams, and driving enterprise‑wide change, this is an opportunity to make a significant impact at scale while helping shape the future of client engagement at Barclays.
To be successful as a Senior Vice President – Client Experience & Enablement, you should have:
* Proven experience leading client experience or client enablement transformation, delivering measurable improvements in client outcomes, service quality, and operational effectiveness.
* Strong strategic and insight‑led thinking, with the ability to use data and client insights to identify root causes and drive scalable, client‑centric improvements.
* Demonstrated success in evolving reactive servicing models into proactive, insight‑driven client experience functions focused on demand reduction and client enablement.
* Exceptional stakeholder management and influencing skills, with the ability to build trusted relationships across Coverage, Operations, Technology, Product, and Change.
* Proven leadership capability, including building and developing high‑performing teams and embedding a culture of accountability, collaboration, and continuous improvement.
* Strong ability to operate effectively in a complex, matrix organisation, balancing competing priorities while delivering end‑to‑end client outcomes.
* Strong communication and senior stakeholder engagement skills, with credibility to act as the voice of the client and influence business priorities.
* Proactive, forward‑thinking mindset with the ability to challenge existing approaches and drive meaningful, sustainable change.
Other highly valued skills include:
* Evidence Based Product Ownership Experience.
* Experience working within financial services or other large, complex, regulated organisations.
* Experience driving digital adoption, self‑service enablement, and client journey simplification.
* Exposure to working with or supporting Coverage / Relationship Management teams in delivering client outcomes.
* Experience working across Operations, Technology, Product, and Change to deliver end‑to‑end service improvements.
* Familiarity with using client experience metrics, feedback, and operational data to measure impact and inform decision‑making.
* Experience influencing service strategy, operating models, or large‑scale transformation programmes.
* Understanding of risk and control frameworks within a regulated environment, balancing client outcomes with governance requirements.
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 performed from Northampton or Sunderland, with a hybrid working model of working a minimum of 2 days per week in the office.
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.
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