Join us as a Customer Centricity Senior Manager at Barclays, where you'll be primarily responsible for leading the development and embedment of a deeply customer-centric culture across the organization, defining and delivering the customer closeness roadmap, creating the conditions for colleagues to connect directly with customers, and championing understanding customer needs as a key business driver for commercial success and regulatory engagement.
To be successful as a Customer Centricity Senior Manager at Barclays, you should have experience with:
* Great analytical and problem-solving skills
* Evidence of leadership experience
* Strategic thinking
* Experience designing and delivering cultural change programmes or customer closeness initiatives
* Great communication and stakeholder management skills
You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills.
This role can be based in either Northampton or London.
Purpose of the role
To manage and develop existing and new products and/or services; ownership of related customer and colleague journeys; developing the product strategy; driving change through Barclays execution teams; making key decisions in the product lifecycle; and owning associated outcomes for customers, colleagues, and the bank, achieved through appropriate service level agreements, regulatory compliance, risk management, and controls.
Accountabilities
* Development of customer-level strategies & solutions tailored to customers’ needs.
* Serve as Subject Matter Expert in the applicable Product/Proposition team, guiding stakeholders on product application and customer journeys.
* Development of product propositions, defining priorities, and leading execution.
* Developing different commercial and business models understanding financial drivers of the P&L.
* Evaluating technical feasibility, legal compliance, and risks related to new products.
* Monitoring market trends and feedback to refine products before launch.
* Managing launch plans, marketing strategies, training, and communication channels for new products.
* Monitoring key metrics like adoption, usage, customer satisfaction, and revenue to assess performance.
Vice President Expectations
* Contribute to strategy, requirements, and change recommendations; manage resources, budgets, policies; ensure compliance and continuous improvement.
* If managing a team, define roles, plan for future needs, counsel employees, and influence operations.
* Demonstrate leadership behaviours: Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others.
* For individual contributors, serve as a subject matter expert, guide technical direction, lead assignments, and mentor colleagues.
* Advise stakeholders on impact and alignment, manage risks, and demonstrate leadership in controls and governance.
* Collaborate across functions, build relationships, and negotiate to achieve objectives.
All colleagues are expected to embody Barclays Values of Respect, Integrity, Service, Excellence, and Stewardship, and demonstrate the Barclays Mindset of Empower, Challenge, and Drive.
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