Barclays Northampton, England, United Kingdom

As a Customer Journey Strategy Senior Manager you will lead a team to drive the development of the strategy and delivery of exceptional customer experiences across key end-to-end customer journeys. You’ll work closely with journey owners, design leads, product, operations, and other teams to lead the co-creation of integrated solutions that align with business goals and enhance the customer experience. By leveraging data and insights from various sources, you’ll drive customer-centric solutions that address pain points and meet evolving customer needs.

You will champion the reimagining of customer journeys in line with the strategic vision, ensuring seamless, intuitive, and digitally enabled experiences. Additionally, you’ll drive collaboration across cross-functional teams, working with design, product, and technology stakeholders to prioritise and deliver strategic initiatives. You will also ensure the team stay ahead of emerging customer experience trends and technologies, integrating these into journey strategies, while fostering a culture of experimentation, testing, and continuous improvement.

To be successful as a Customer Journey Strategy Senior Manager, you should have experience with

• Strategic thinker with the ability to convert complex problems into innovative solutions, particularly in systems design, for broader journey transformation.
• Great leadership and coaching skills, with experience leading in a matrixed environment and delivering through others
• Great influencing and senior stakeholder management skills, with experience delivering in cross-functional, matrixed environments involving multiple stakeholders.
• Expertise in customer journey mapping and design thinking methodologies, collaborating closely with Journey Design Leads to produce high-quality journey artefacts.
• Skilled in developing future state strategies for multi-channel customer journeys.
• Good commercial acumen, understanding how exceptional customer experiences drive positive business outcomes.
• Experience using customer data, market insights, and competitor analysis to identify opportunities and shape strategic customer journey development.
• Experience briefing and synthesizing customer research, turning insights into journey themes and understanding the cumulative impact of frequent issues on overall journey performance.
• Good facilitation and storytelling abilities to communicate journey narratives effectively.
• Knowledge of agile working practices, with the ability to thrive in cross-functional environments.

Some Other Highly Valued Skills May Include

• Experience in CX tools such as Figma, Adobe Analytics, and Qualtrics.
• Excellent analytical and creative problem-solving skills, with a deep sense of customer empathy.
• Proficient in using Jira and confluence.

Purpose of the role: To design the end to end journey of a service to enable a user to complete their goals. The work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of Barclays.

Accountabilities:

• Creation of design assets to drive business outcomes, including service blueprinting, customer journey mapping and service prototyping.
• Creation of intuitive and user-friendly interfaces for digital banking platforms and applications for a seamless and engaging user experience.
• Design and maintenance of visually appealing and consistent user interfaces that align with the bank's brand identity and design guidelines across digital products.
• Creation of wireframes and interactive prototypes for visualisation and testing of product concepts and features before development.
• Compliance to accessibility standards and guidelines to provide an inclusive experience for all users.
• Monitoring of industry trends, design best practices, and emerging technologies to continuously improve the design quality and innovation of banking products.
• Gathering and analysis of data from a wide range of sources to create in-depth insights into customer’s needs or pain-points to aid business understanding of the customer experience.

Barclays is an equal opportunities employer and welcomes applications from all sections of the community. We are committed to equal employment opportunity regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristic protected by law.