Job Description

Purpose of the role

To contribute to and enhance NPS by improving customer experience across touchpoints, ensuring experience and messaging is consistent and customer centric. Includes customer journey mapping to identify areas for improvement, refining customer interactions

Accountabilities

• Mapping and analysing the customers journey across all touchpoints including key interactions, pain points and identify opportunities for improvement in the customer experience.
• Development of customer personas to personalise their experience based off demographics, behaviour and needs.
• Development and implementation of strategies to improve customer satisfaction, loyalty and other customer KPI’s, as needed.
• Collaboration with teams across the bank to ensure consistent and positive customer experiences throughout their journey.
• Implement consistency in messaging and branding across all customer-facing channels, where applicable.

Vice President Expectations

• Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

We are looking for a seasoned Customer Experience Lead to join our team! This is an exciting cross-functional role where you will get to work across every area of the organization to help understand and improve the customer experience. You will lead the way in understanding the customer impact of any changes we make within the bank. It will be crucial to have a customer-first mindset and the drive to provide an unparalleled experience. You will also have exposure to members of senior leadership to present your findings and suggestions. Don't miss the chance to join this group, where you will get to touch almost every project within the bank.

To be successful as a Customer Experience Lead, you should have:

• 2 + years experience as a VP providing an overall great customer experience

• Experience taking ownership of a project

• Understanding of the journey model and journey mapping

• Giving clear and concise direction to others

• Presenting to cross-functional teams and senior stakeholders

Some other highly valued skills may include:

• The desire to understand the big picture

• A passionate and motivated personality

• Ability to pay attention to detail

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role is located in Wilmington, DE.