Colleague Experience Survey Analyst

Join us as a Colleague Experience Survey Analyst at Barclays, where youll spearhead the evolution of our digital landscape, driving innovation and excellence. Youll harness cutting-edge technology to revolutionize our digital offerings, ensuring unapparelled customer experiences.

To be a successful Colleague Experience Survey Analyst, you should have experience with

• Survey design and survey development in Qualtrics or similar software.
• Analyze survey data: recognize patterns and uncover key trends and insights for multiple sources.
• Manage survey samples and ensure the quality of data collected.
• Identify and implement process improvements within the team.
• Benefits tracking: Experience in benefits tracking and realization planning, ensuring that change initiatives deliver tangible value to the organization.
• Change methodology development: A commitment to continuous improvement, with a focus on learning from experience and driving methodological advancements in change delivery.
• Technology change: Knowledge of technology change, including experience with SAAS products, to support the digital transformation of HR services.

Some other highly valued skills may include:

• Working on employee experience or customer experience either in-house or at an agency.
• Desire to conduct the full survey research process including questionnaire development, programming, regression analysis, etc.) of results.
• Strong decision-making, problem-solving skills, writing and presentation skills.
• Be autonomous, proactive, adaptable and able to work both as part of a collaborative, multi-disciplined, agile team or alone as required.
• Experience with survey programming platforms (e.g., Qualtrics, SurveyGizmo, SurveyMonkey, Remesh) strongly preferred.
• SQL, phyton or database querying experience.
• Proficient in use of Microsoft Office suite.

Desirable skills/Preferred Qualifications:

• Can demonstrate an understanding of consumer and business-to-business channel experiences and expectations, measures of satisfaction and performance drivers.
• Must possess expertise in areas of Maturity Assessments, Program Design, Developing communities of practices, Customer Journey Mapping, Culture Activation, Action Planning and Insights Analysis.
• Knowledge of dashboard and reports design.
• Experience working in an Agile environment, including an understanding of methods and software (AGILE Central, JIRA, Confluence).
• Understanding of accessibility best-practice for digital products and services.
• Degree in a research or business-centric field preferred or experience working in employee experience or customer experience.
• Qualtrics or Glint certification would be a plus.

Location - Chennai

Purpose of the role

To deliver the collection and analysis of research into customer needs, experiences and interactions, to support the creation of beautiful, useful, and innovative experiences and communications for our 20m UK customers. To put the Customer Voice at the heart of everything we do.

Accountabilities

• Delivery of end to end research programmes which are highly synergistic with other research and analytics activities conducted by the business including Design/UX Research, Colleague research, quantitative research and CX tracking.
• Collaboration with various departments including Design, Product, Channel, Marketing, Transformation and Technology, to brainstorm innovative design concepts, ensuring that research findings are integrated into all stages of the innovation cycle.
• Development and testing of prototypes, mock-ups, or value propositions to support the analysis of concept development and usability feedback from customers and internal stakeholders.
• Monitoring of emerging technologies, industry trends, design best practices, societal changes, and economic trends that may impact the Customer landscape and influence Barclays strategic decisions.
• Utilisation of data analytics tools to extract insights from market research, customer surveys, and feedback sessions to identify new opportunities and understand evolving customer needs.
• Management of all risk relating to the Insight process, (and in particular Data Privacy risk) including identification of potential risks, development of strategies to mitigate those risks, and maintenance of alignment with Chief Controls Office and Data Privacy Compliance.
• Management of all Research programmes, including oversight of colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• 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 develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.