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Change Lead - Leaving the Bank

lead · Consulting

Job Description

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

• 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.

Join us as a Change Lead - Leaving the Bank within the Colleague Experience team.

You will have a key role championing the journey of leaving the bank for colleagues, focusing on driving improvement in experience, effectiveness, efficiency and control.

You will be working with the Head of Experience, CoE teams, technology teams and stakeholders both inside and outside of HR, to deliver value through agile delivery teams.

You will be leading the ongoing drive to transform colleague and people leader experiences, championing their needs with a collaborative, data led way of working throughout the delivery of HR Journeys. More to your accountabilities, you will lead the prioritisation and guide the delivery of the change portfolio relating to the Leaving the Bank journey.

To be successful in this role, the ideal candidate will have:

• Digital skills in the 'leaving' space (E.g. Experience of ServiceNow and Workday)

• Experience as a Product owner / Product Manager

• Experience in digital transformation

• Experience and qualifications in agile delivery leading digital delivery teams.

You may be assessed on 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.