Customer Centricity Senior Manager

Posted 11 hours 39 minutes ago by Barclays

Permanent
Not Specified
Transport & Logistics Jobs
London, United Kingdom
Job Description

Join us as a Customer Centricity Senior Manager at Barclays, where you'll be responsible for leading the development and embedding of a customer-centric culture across the organization. Your role will involve defining and delivering the customer closeness roadmap, creating conditions for colleagues to connect directly with customers, and championing the understanding of customer needs as a key driver for business success and regulatory engagement.

To succeed in this role, you should have experience with:

  • Great analytical and problem-solving skills
  • Leadership experience
  • Strategic thinking
  • Designing and delivering cultural change programs or customer closeness initiatives
  • Excellent communication and stakeholder management skills

You may be assessed on skills such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, and job-specific technical skills.

This role can be based in Northampton or London.

Purpose of the role

Manage and develop existing and new products/services, owning related customer and colleague journeys, developing product strategy, driving change through Barclays' teams, and making key decisions in the product lifecycle. Ensure outcomes for customers, colleagues, and the bank through service level agreements, regulatory compliance, risk management, and controls.

Accountabilities

  • Develop customer-specific strategies and solutions
  • Serve as Subject Matter Expert in the relevant Product/Proposition team, advising stakeholders on existing and new products and related journeys
  • Develop product propositions and service strategies, define priorities, and lead execution
  • Create and analyze different commercial and business models considering financial drivers
  • Evaluate technical feasibility, legal compliance, and risks of new products
  • Monitor market trends and feedback to refine products before launch
  • Manage launch plans, marketing strategies, training, and communication for new products
  • Monitor key metrics like adoption, usage, satisfaction, and revenue to assess performance

Vice President Expectations

  • Contribute to strategy, requirements, and change recommendations; manage resources, budgets, and policies
  • Lead or guide teams, define roles, plan for future needs, and manage performance and pay decisions
  • Demonstrate leadership behaviors: Listen, Energize, Align, Develop
  • Guide technical direction, lead assignments, and coach team members
  • Advise stakeholders on impact and alignment
  • Manage risks and strengthen controls
  • Collaborate across areas to support business strategies
  • Develop solutions through sophisticated analysis and research
  • Build and maintain stakeholder relationships using influencing skills

All colleagues are expected to embody Barclays Values-Respect, Integrity, Service, Excellence, and Stewardship-and the Barclays Mindset-Empower, Challenge, Drive.