Join us as a Fraud Servicing Customer Experience Manager, where you will lead the advancement of our disputes-related customer and colleague journeys through innovation and excellence. This role will be responsible for creating intuitive, user-friendly interfaces and experiences for Fraud servicing applications. This role combines technical expertise with a deep understanding of user-centred design principles to ensure that Fraud servicing applications are not only functional but also engaging and efficient for end-users.
To be successful as a Fraud Servicing Customer Experience Manager you will need the following:
Demonstrated experience in a design or process re-engineering role.Competency in design tools such as Figma or similar.Comprehensive understanding of user-centered design principles and methodologies. Ability to create designs that are intuitive and easy to use.Proficient communication skills, both verbal and written. Ability to work effectively with cross-functional teams.Strong analytical and problem-solving capabilities. Ability to approach and resolve complex design challenges thoughtfully and creatively.High attention to detail and commitment to delivering quality work.Some other highly valued skills may include:
Certification in Pega, such as the Pega Certified System Architect (PCSA) or Pega Certified User Experience.Designer (PCUXD), is highly desirable.Experience working in an Agile development environment. Familiarity with Agile tools such as JIRA.Knowledge of accessibility standards and best practices.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 will be based in Northampton.
Purpose of the role
To focus on understanding client needs, improving the client journey, developing client-centric products and services, and driving client satisfaction
Accountabilities
Execution of research to understand client needs, preferences, and pain points related to banking products and services.Applying a holistic end to end lens to a client journey for identification of areas for improvement and enhancement of the overall client experience.Collaboration with cross-functional teams, including UX/UI designers and departments such as marketing, operations and technology, to seamlessly enhance the client experience and evolve the banks products and services utilising customer insights.Collection and analysis of data obtained through various channels such as surveys, focus groups, and client support interactions, and evaluate the effectiveness of client experience initiatives to support the identify areas for improvement in customer experience.Development and implementation of client-centric strategies, initiatives and metrics that enhance the overall clientr experience, drive loyalty and track improvements overtime .Analysis of the competitive landscape to identify industry trends and best practices in customer experience and incorporate them into the bank's product offerings.Vice President Expectations
To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures..If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..If the position has leadership responsibilities, People 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..OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..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.