As a Customer Journey Strategy Senior Manager, you will lead a team to develop strategies and deliver exceptional customer experiences across key end-to-end customer journeys. You’ll collaborate with journey owners, design leads, product, operations, and other teams to co-create integrated solutions that align with business goals and enhance the customer experience. Leveraging data and insights, you’ll drive customer-centric solutions that address pain points and meet evolving customer needs.
You will champion the reimagining of customer journeys in line with the strategic vision, ensuring seamless, intuitive, and digitally enabled experiences. Additionally, you’ll foster collaboration across cross-functional teams, working with design, product, and technology stakeholders to prioritize 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 Senior Manager, you should have experience with:
* Strategic thinking and the ability to convert complex problems into innovative solutions, especially in systems design for journey transformation.
* Leadership and coaching skills, with experience leading in a matrixed environment and delivering through others.
* Influencing and senior stakeholder management skills, with experience working across cross-functional, matrixed environments involving multiple stakeholders.
* Expertise in customer journey mapping and design thinking methodologies, collaborating with Journey Design Leads to produce high-quality journey artifacts.
* Developing future state strategies for multi-channel customer journeys.
* Good commercial acumen, understanding how exceptional customer experiences drive positive business outcomes.
* Using customer data, market insights, and competitor analysis to identify opportunities and shape strategic customer journey development.
* Briefing and synthesizing customer research, translating insights into journey themes, and understanding the impact of issues on journey performance.
* Facilitation and storytelling skills to communicate journey narratives effectively.
* Knowledge of agile practices, thriving in cross-functional environments.
Highly valued skills may include experience with CX tools such as Figma, Adobe Analytics, and Qualtrics, along with analytical and creative problem-solving skills, customer empathy, and proficiency in Jira and Confluence.
This role can be based in Northampton, London (1CP), or Manchester (4PP).
Purpose of the role
Design the end-to-end journey of a service to enable users to complete their goals, involving creation or modification of transactions, products, and content across digital and offline channels provided by Barclays.
Accountabilities
* Create design assets like service blueprints, customer journey maps, and prototypes to drive business outcomes.
* Design intuitive, user-friendly interfaces for digital banking platforms and applications.
* Maintain visually appealing and consistent interfaces aligning with brand identity and guidelines.
* Create wireframes and prototypes for visualization and testing before development.
* Ensure accessibility standards are met for an inclusive experience.
* Monitor industry trends, best practices, and emerging technologies to improve design quality and innovation.
* Gather and analyze data to gain insights into customer needs and pain points.
Vice President Expectations
* Contribute to strategy, requirements, and recommendations for change; plan resources, budgets, and policies; manage policies and processes; and drive continuous improvements.
* For those managing teams, define roles, plan for future needs, counsel employees, and influence operations and strategic decisions.
* Demonstrate leadership behaviors: Listen, Energize, Align, and Develop others.
* For individual contributors, act as subject matter experts, guide technical directions, lead projects, and mentor less experienced staff.
* Advise stakeholders on functional and cross-functional impacts.
* Manage risks and strengthen controls related to team activities.
* Understand organizational functions to support business goals.
* Collaborate across departments to stay aligned with business strategies.
* Utilize analytical thinking to compare options and develop innovative solutions.
* Build trusting relationships with stakeholders through influencing and negotiation skills.
All colleagues are expected to embody Barclays Values: Respect, Integrity, Service, Excellence, and Stewardship, and to demonstrate the Barclays Mindset: Empower, Challenge, and Drive.
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