Corporate Data Platform - Customer Experience Lead

At Barclays, we don t just anticipate the future - we re creating it. Step into the role of a Corporate Data Platform Modernization - Customer Experience Lead and shape the future of transforming the customer experience journey across various business units. The primary purpose of this role is to enhance customer experience through effective communication and continuous improvement of the Corporate Data Platforms. Your role involves setting up metrics to measure customer experience, engaging with various teams to maintain and review Service Level Agreements (SLAs), and driving initiatives to improve customer satisfaction and engagement.

To be successful as a Corporate Data Platform Modernization - Customer Experience Lead, you should have experience with:

• Customer Communication: Ability to establish and manage a clear customer communication model.
• Metrics and Measurement: Proficiency in setting up and analyzing metrics to measure customer experience and usage.
• Technical Proficiency: Advanced knowledge of IT Service Management frameworks (ITSB, ITSO, ITSI).
• Service Level Management: Experience in engaging with Run the Bank (RtB) teams to review and maintain SLAs.
• Collaboration: Strong collaboration skills to work with various teams ensuring the platform meets customer needs.
• Leadership and Stakeholder Engagement: Excellent leadership, communication, and presentation skills, with the ability to engage with Director/Managing Director level stakeholders.
• Technical Expertise: Understanding of complex data estates, modern tech stack, and architecture.
• Service Architecture: Experience in setting up service architecture involving multiple data applications, products, and services.
• Data Transformation: Experience in managing complex data transformation initiatives.
• Customer Satisfaction Initiatives: Proven ability to drive initiatives aimed at improving customer satisfaction and engagement.
• Continuous Improvement: Commitment to continuous improvement in customer experience and platform usage.

Some of Highly Valued Skills may include:

• Decision making with active critical thinking.
• Graduate or postgraduate with relevant experience in banking domain

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.

The location of the role is Pune, IN.

Purpose of the role

To lead and manage engineering teams, providing technical guidance, mentorship, and support to ensure the delivery of high-quality software solutions, driving technical excellence, fostering a culture of innovation, and collaborating with cross-functional teams to align technical decisions with business objectives.

Accountabilities

• Lead engineering teams effectively, fostering a collaborative and high-performance culture to achieve project goals and meet organizational objectives.
• Oversee timelines, team allocation, risk management and task prioritization to ensure the successful delivery of solutions within scope, time, and budget.
• Mentor and support team members professional growth, conduct performance reviews, provide actionable feedback, and identify opportunities for improvement.
• Evaluation and enhancement of engineering processes, tools, and methodologies to increase efficiency, streamline workflows, and optimize team productivity.
• Collaboration with business partners, product managers, designers, and other stakeholders to translate business requirements into technical solutions and ensure a cohesive approach to product development.
• Enforcement of technology standards, facilitate peer reviews, and implement robust testing practices to ensure the delivery of high-quality solutions.

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.