Head of Customer Journey Experience Strategic Transformation
Barclays Northampton, England, United Kingdom
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. This involves leading cross-functional teams to identify and drive opportunities to be more customer centric in our approach to customer journeys, being the catalyst for the reimagining of key end-to-end customer journeys that deliver exceptional and differentiated customer experiences.
You’ll do this by blending commercial strategy, business design, customer insight, data analytics, customer-centred design thinking and cross-functional collaboration and influence skills to deliver human-centred experiences that align with business goals and drive customer satisfaction, loyalty and advocacy.
Qualifications
* Strategic mindset with the ability to translate complex problems into innovative solutions; comfortable working with systems design, understanding how this can be utilised for bigger picture journey transformation.
* Expertise in business design, using design thinking skills to drive business strategy and approach.
* People leadership and coaching skills with strong experience of delivering customer-centred change.
* Ability to influence and manage stakeholders with experience of delivery in cross-functional, matrixed environments with multiple stakeholders.
* Commercial acumen, with an understanding of how excellent customer experience can drive strong business commercial outcomes.
* Expertise in customer journey mapping and understanding of design thinking methodologies, partnering closely with Journey Design Leads to deliver quality journey artefacts.
* Expertise in customer data analysis, customer/competitor & market insights and horizon scanning to identify opportunities inform strategic customer journey development.
* Experience in driving and delivering transformative change.
* Experience using CX Tools e.g. Figma, Adobe Analytics, Qualtrics.
Additional Highly Valued Skills
* Excellent analytical and creative problem-solving skills, with a deep sense of customer empathy.
* Proficient in using Jira and Confluence.
Accountabilities
* 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.
Vice President Expectations
* To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/processes; deliver continuous improvements and elevate breaches.
* If managing a team, define jobs and responsibilities, plan for future needs, counsel employees and contribute to pay decisions.
* Demonstrate clear leadership behaviours to create an environment for colleagues to thrive.
* Advise key stakeholders on functional and cross-functional areas of impact and alignment.
* Manage and mitigate risks through assessment, supporting governance.
* Demonstrate leadership and accountability for managing risk and strengthening controls.
* Collaborate with other areas to stay aligned with business activity and strategies.
* Create solutions based on sophisticated analytical thought, choosing complex alternatives and applying research.
* Build and maintain relationships and partnerships with internal and external stakeholders using influencing and negotiating skills.
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