As a Customer Journey Strategy Manager you will be responsible for leading the future strategy and development of exceptional customer experiences across our most critical end-to-end customer journeys, both individually and as part of a cohesive and interconnected experience ecosystem. You’ll work closely with senior leaders, journey owners, design leads and product teams to lead the development of exceptional and differentiated customer journeys that deliver on Barclays drive to be best-in-class for customer experience. By leveraging data and insights from various sources, you’ll drive customer-centric solutions that address pain points and meet evolving customer needs.
Additionally, you’ll drive collaboration across cross-functional teams, working with design, product, and technology stakeholders to prioritise and deliver strategic initiatives. You will also stay ahead of emerging customer experience trends and technologies, integrating these into journey strategies, while fostering a culture of experimentation, testing, and continuous improvement.
To be successful as a Customer Journey Strategy Manager, you should have experience with
Comfortable working with systems design, understanding how this can be utilised for bigger picture journey transformation.
Considerable influencing and stakeholder management skills with experience of delivery in cross-functional, matrixed environments with multiple stakeholders
Expertise in customer journey mapping and understanding of design thinking methodologies, partnering closely with Journey Design Leads to deliver quality journey artefacts.
Expertise in developing journey design blueprints and CX journey prototyping
Developed commercial acumen, with an understanding of how excellent customer experience can drive effective business commercial outcomes
Experience in customer data, customer/competitor & market insights and horizon scanning to identify opportunities inform strategic customer journey development
Experience briefing in customer research, with deep understanding of how to synthesise insights into journey thematic and frame the cumulative impact of small but frequent journey issues into overall journey performance.
Understanding of agile working practices and the ability to work in cross-functional environments
Considerable analytical and creative problem-solving skills with high levels of customer empathy
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.
To design the end to end journey of a service to enable a user to complete their goals. The work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of Barclays.
Creation of design assets to drive business outcomes, including service blueprinting, customer journey mapping and service prototyping.
Creation of intuitive and user-friendly interfaces for digital banking platforms and applications for a seamless and engaging user experience.
Design and maintenance of visually appealing and consistent user interfaces that align with the bank's brand identity and design guidelines across digital products.
Creation of wireframes and interactive prototypes for visualisation and testing of product concepts and features before development.
Compliance to accessibility standards and guidelines to provide an inclusive experience for all users.
Monitoring of industry trends, design best practices, and emerging technologies to continuously improve the design quality and innovation of banking products.
Gathering and analysis of data from a wide range of sources to create in-depth insights into customer’s needs or pain-points to aid business understanding of the customer experience.
Assistant Vice President Expectations
To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. 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.
Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
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.
Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
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.