The Head of Customer Experience Optimization is responsible for defining our unique presence in the market at a Business Banking (BB) level (as opposed to specific industry vertical) through use of external analytics and insight to ensure we are focused on growth in the right regions, segments, and identify new opportunities for growth. This activity should underpin our segmentation model, evolving this as required based on new insight and future trends, and consider all engagement touch-points.This role devises strategies to maintain our #1 position for consideration and brand strength for both High-value and Mass Market but considers the nuances that exist within each. Data and insights are used to ensure our customer satisfaction is unmatched against competitor peers – especially in our target segment of high value clients. Effective partnership with Coverage Director peers is critical to achieving this. This role effectively partners with the Head of Acquisition & Retention to devise loyalty strategies to minimise attrition, and maximise opportunities to deepen customer relationships.

Key Accountabilities

Defining, managing and delivering a clear and executable customer experience and loyalty ‘One Barclays’ strategy which accounts for customer, macro and industry trends, segments and Consumer Duty principles.Oversight and influence the BB (and where relevant Barclays UK) investment roadmap on items impacting customer experience ; and helping to shape the prioritization of products and service model.Defining a strategic approach to measuring both CX and customer satisfaction, using benchmarking data, shaping the data and insights analytics required to define it; underpinned by key operational, leading and lag metrics (including but not limited to NPS) that links to BUK outcomes and Group targets.Leading BB engagement with the BUK Customer team on all aspects relating to customer strategy and customer experience: data, insights, One Barclays propositions, Exec reporting and industry benchmarking.Ownership of BB complaints including deep analysis to understand themes and contributing factors (internal operational and external environment). Devising a data-led approach to reducing complaints, and associated governance within BB, and into BUK. Accountability to Compliance to meet obligations.Maintain a forward-looking view on BB business priorities aligned with the customer strategy to inform strategic investment priorities.Defining a strategic approach for vulnerable BB customers, including how we ensure harms are minimized throughout engagement and servicing journeys. This includes accountability for all BB customer facing collateral, and the establishment of appropriate governance to ensure adequate QA across all customer engagement and servicing journeys. This role has delegated accountability for the Vulnerability Customer Journey.Ownership of complaints and customer in vulnerable circumstances journeys with accountability for customer experience, performance metrics and Consumer Duty compliance.Provide thought leadership, check and challenge in key customer and service journey design across the BB transformation activity to ensure designs reflect optimal CX outcomes against BB’s customer strategy and Consumer Duty outcomes.Leading the Customer Experience Optimization team.  

Stakeholder Management and Leadership

Lead the delivery of the Customer Experience vision through collaboration and influence within BB, including all BB Journey Labs, Coverage Leads, Operations Management, Product and the BBLT.Lead and manage the Customer Experience Optimization team to execute the Business Bank’s strategy and business plans in line with approved risk appetite and valuesExtensive interaction and engagement with a range of colleagues across BUK and beyond, influencing senior leaders and collaborating with partners.Building team collaboration and excellence across all BB teams, BUK CJLs, BUK Customer teams, and Group StrategyChampion change and ensure it is managed in a manner that delivers business benefits as well as minimising any negative impact on staff, clients and the businessDemonstrate and role model Consistently Excellent standardsParticipate effectively as a member of the Acquisitions & Engagement leadership team

Decision Making and Problem Solving

Competently assess and interpret complex trends across our Business Bank customer base to enable insightful experience and loyalty proposition build and aligned implementation.Responsibility for making robust decisions, sometimes at pace, to support the realisation of business priorities, the role requires the ability to exercise strategic judgement and drive commercial solutionsEnsuring understanding of the business, its drivers and sources of value and can continually reprioritise to ensure the right focus and resource is aligned to value creation, while keeping the business in control.Able to consider the short and long term impact of commercial decisions across a range a stakeholders and look both internally and externally for different perspectives to shape and drive innovation.Deeply understand customer needs to ensure no harms are exposed to BB customers, vulnerable or otherwise.

Essential Skills/Basic Qualifications:

Deep knowledge of customer experience and strategy developmentDeep technical skills in data and analytics, with the ability to draw insight and formulate associate actionSignificant experience at the leadership level in financial services with detailed knowledge of the industry (including history, trends and future development), digital, data and/or marketing.Established and evidenced leadership credentials, including leading through change.Excellent communicator with the ability to explain to and inspire a range of audiences on a wide range of topics.Strong interpersonal and influencing skills with the ability to negotiate both internally and externally.The role holder will be expected to lead negotiations on key business initiatives that cut across product lines and support particular segments, or the business community as a whole.The ability to negotiate across Barclays to find opportunities to leverage wider Barclays capabilities to support small businesses e.g. with the Coverage Heads with BUK PODs beyond BB.

Desirable skills/Preferred Qualifications:

Partner management experience and the ability to identify key players in the market.

Purpose of the role

To manage and develop existing and new products and/or services; and where applicable, ownership of related customer and colleague journeys, develops the product strategy, drive change through Barclays execution teams, make key decisions in the product lifecycle and own associated outcomes for customers, colleagues and the bank, achieved through appropriate service level agreements, regulatory compliance, risk management and controls. 

Accountabilities

Development of customer level strategies & solutions that are tailored to customers’ needs.Subject Matter Expert in the applicable Product/Proposition team and be able to confidently guide and advise stakeholders at all levels in the Bank on the application of existing and new products/propositions and related customer and colleague journeys.Development of product propositions, and/or service strategy, define the priorities for delivering the outcomes needed to deliver the strategy and lead execution of the priorities.Development of different commercial and business models through a strong understanding of the financial drivers of the P&L for the relevant segment/ proposition/ journey.Evaluation of the technical feasibility, legal compliance, and potential risks associated with the development and launch of the new product.Monitoring of market trends and analysis feedback from internal employees and target customers through prototypes, user testing sessions, and beta programs to identify areas for improvement to refine the product / process before launch.Management of comprehensive launch plans and technical deployments for products that establish rollout timelines, marketing strategies, training initiatives and communication channels to promote the launch new products effectively.Monitoring of key metrics such as adoption rates, usage patterns, customer satisfaction (including complaints), and revenue generation to assess the product's performance against set goals.

Director Expectations

To manage a business function, providing significant input to function wide strategic initiatives. Contribute to and influence policy and procedures for the function and plan, manage and consult on multiple complex and critical strategic projects, which may be business wide..They manage the direction of a large team or sub-function, leading other people managers and embedding a performance culture aligned to the values of the business. Or for an individual contributor, they lead organisation wide projects and act as deep technical expert and thought leader, identifying new ways of working and collaborating cross functionally. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives.Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function.Escalates breaches of policies / procedure appropriately.Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence.Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate.Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives.Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives.Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations.Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area.Negotiate with and influence stakeholders at a senior level both internally and externally.Act as principal contact point for key clients and counterparts in other functions/ businesses divisions.Mandated as a spokesperson for the function and business division.

All Senior Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.

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.