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Join us as a CX Root Cause Manager at Barclays, where you’ll use advanced data and analytics to identify and address the root causes of customer complaints across BUK. You’ll focus on deep‑dive analysis of complaint themes and drivers, as well as Financial Ombudsman Service (FOS) referrals and overturns, to uncover systemic issues and drive improvements to customer outcomes. Working across Product, Journey, Channel, and Operations teams, you’ll support the delivery of insight‑led change initiatives, ensuring they are embedded, monitored, and evaluated for impact. The role involves using AI and analytical tools to accelerate insight generation and drive forward improvement opportunities while maintaining full compliance with DISP and regulatory requirements.
Key Responsibilities
* Conduct deep‑dive analysis and translate insights into actionable change.
* Collaborate effectively across diverse stakeholder groups.
* Communicate and interact with stakeholders at all levels in the Bank.
* Identify root causes using data and analytics and improve processes.
* Drive measurable improvements in customer experience.
Highly Valued Additional Skills
* Advanced proficiency in data analytics and visualisation tools (e.g., Python, SQL, Power BI).
* Application of AI and machine learning techniques.
* Experience with Agile ways of working.
* Experience in large‑scale organisations and matrix environments.
Role Purpose
Manage and develop existing and new products and/or services; own related customer and colleague journeys; develop product strategy; drive change through Barclays execution teams; make key decisions in the product lifecycle; own associated outcomes for customers, colleagues and the bank; achieve outcomes through appropriate service level agreements, regulatory compliance, risk management and controls.
Accountabilities
* Develop customer‑level strategies & solutions tailored to customers’ needs.
* Act as Subject Matter Expert in the applicable Product/Proposition team and guide stakeholders on product and journey requirements.
* Lead development of product propositions, define priorities and execute them.
* Create commercial and business models based on financial drivers of the P&L for the relevant segment/ proposition/ journey.
* Evaluate technical feasibility, legal compliance and potential risks for new product launches.
* Monitor market trends and analyse feedback from internal employees and target customers to improve product/process before launch.
* Manage launch plans and technical deployments, establishing rollout timelines, marketing strategies, training initiatives and communication channels.
* Track key metrics such as adoption rates, usage patterns, customer satisfaction (including complaints), and revenue generation to assess performance against set goals.
Assistant Vice President Expectations
* Advise and influence decision‑making, contribute to policy development and ensure operational effectiveness.
* Lead a team on complex tasks, set objectives, coach employees and manage performance and reward outcomes.
* Demonstrate the four LEAD behaviours: Listen, Energise, Align, Develop.
* For individual contributors, lead collaborative assignments, guide team members and identify new directions for projects.
* Consult on complex issues and provide advice to People Leaders to resolve escalated issues.
* Mitigate risk and develop new policies/procedures to support governance agenda.
* Own risk management and strengthen controls related to work performed.
* Perform work closely related to other areas, coordinating and contributing to organisational objectives.
* Stay informed on business activity and strategy to support aligned support areas.
* Engage in complex analysis from multiple internal and external sources to solve problems creatively and effectively.
* Communicate complex information clearly, including sensitive content.
* Influence stakeholders to achieve outcomes.
Location
This role can be based in London, Glasgow, Manchester or Northampton.
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