Overview

Join to apply for the Senior Digital Satisfaction Manager role at Barclays. This role focuses on managing customer satisfaction by investigating internal and external pain points, analysing feedback, and identifying opportunities to improve the customer experience. It involves working across digital product offerings, technology, and business functions, with responsibilities spanning the digital lifecycle. The role requires creativity, the ability to benchmark against industry standards, and influencing stakeholders to drive meaningful change.

Responsibilities

• Development of customer level strategies and solutions tailored to customers’ needs.
• Subject Matter Expert in the applicable Product/Proposition team, guiding stakeholders on the application of existing and new products/propositions and related journeys.
• Development of product propositions or service strategy; define priorities and lead execution to deliver the strategy.
• Develop different commercial and business models with an understanding of the financial drivers of the P&L for the relevant segment/proposition/journey.
• Evaluate technical feasibility, legal compliance, and potential risks for new product development and launch.
• Monitor market trends and analyse feedback from internal employees and target customers to identify areas for improvement; refine product/process before launch.
• Manage comprehensive launch plans and technical deployments for products, establishing rollout timelines, marketing strategies, training initiatives and communications.
• Monitor key metrics such as adoption rates, usage patterns, customer satisfaction, complaints, and revenue against goals.

Valued Skills and Qualifications

• Proven experience in digital structures and CX domains within financial services.
• Experience delivering and executing change in partnership with technology and business functions.
• Demonstrated success in driving growth across customer and digital metrics.
• Line management experience with the ability to lead and develop teams.
• Expertise in delivering and presenting reports to diverse stakeholders.
• Background in AGILE methodologies with evidence of successful delivery.
• Experience working with technology and data, including prior exposure to AI.

Additional (Highly Valued) Skills

• AGILE certification.
• Experience in end-to-end process fulfilment and scaling usage.
• Collaboration with branch networks and voice telephony teams.

Audience assessment may include risk and controls, change and transformation, business acumen, strategic thinking and digital/technology skills.

Location

This role can be based in London, Glasgow, Knutsford, Northampton.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Marketing and Sales
• Industries: Banking and Financial Services

Notes

All colleagues will be expected to demonstrate Barclays Values: Respect, Integrity, Service, Excellence and Stewardship, and the Barclays Mindset.