Key Accountabilities:
Delivering BUK Digital Outcomes, including Product Ownership of capabilities and journeys, managing business architecture and outcomes.
Driving key outcomes such as #1 for Premier+ customers, tNPS metrics, CSAT, and CMA rankings.
Responsible for revitalising the BUK application (big bet); Journey Owner for View Transactions and Balances; Product Owner for Homepage design, Transaction Overview, Log-in and Authentication; IBS delegated owners for View Balance.
Relationship lead for Customer Experience and BX Digital Delivery Design.
Purpose of the role
To manage and drive the innovation strategy to meet customer needs and ensure the bank's long-term success and competitive edge.
Accountabilities
* Conduct market research to understand customer needs, pain points, and emerging trends. Support analysis of profitability, market size, and positioning for new products compared to existing offerings. Identify opportunities for diversification to gain a competitive advantage.
* Collaborate with stakeholders across departments including marketing, sales, technology, engineering, and design to generate innovative and feasible product ideas and prototypes aligned with customer needs and strategic goals.
* Develop concepts and specifications defining features, functionalities, target markets, user interfaces, technical specifications, and potential revenue models of new products.
* Evaluate technical feasibility, legal compliance, and potential risks associated with new product development and launch.
* Monitor market trends and analyze feedback from internal employees and target customers through prototypes, user testing, and beta programs to identify areas for improvement before launch.
* Manage comprehensive launch plans and technical deployments, establishing rollout timelines, marketing strategies, training initiatives, and communication channels for effective product launches.
* Monitor key metrics such as adoption rates, usage patterns, customer satisfaction, and revenue to assess product performance against goals.
Director Expectations
* Manage a business function, contributing to strategic initiatives, influencing policy and procedures, and managing multiple complex projects.
* Lead a large team or sub-function, embedding a performance culture, or act as a deep technical expert and thought leader in organization-wide projects.
* Provide expert advice to senior management, influencing decisions outside own function.
* Manage resourcing, budgeting, and policy creation for significant sub-functions.
* Ensure compliance with policies and regulations, fostering a culture of adherence.
* Monitor and influence external environment, regulators, and advocacy groups as appropriate.
* Demonstrate extensive knowledge of the function’s integration with the business division and the industry.
* Use advanced analytical skills to solve complex problems and design solutions.
* Make significant strategic decisions within own area, influence stakeholders, and act as principal contact point for key clients.
* Represent the function and business division as a spokesperson.
All Senior Leaders are expected to demonstrate leadership behaviors: Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others. All colleagues should embody Barclays Values: Respect, Integrity, Service, Excellence, and Stewardship, along with the Barclays Mindset: Empower, Challenge, Drive.
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