Change Lead

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 banks product offerings.

Director Expectations

• To manage a business function, providing significant input to function wide strategic initiatives. Contribute to and influence policy and procedures for the function and plan, manage and consult on multiple complex and critical strategic projects, which may be business wide. .
• They manage the direction of a large team or sub-function, leading other people managers and embedding a performance culture aligned to the values of the business. Or for an individual contributor, they lead organisation wide projects and act as deep technical expert and thought leader, identifying new ways of working and collaborating cross functionally. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions. .
• Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives.
• Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function.
• Escalates breaches of policies / procedure appropriately.
• Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence.
• Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate.
• Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives.
• Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives.
• Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations.
• Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area.
• Negotiate with and influence stakeholders at a senior level both internally and externally.
• Act as principal contact point for key clients and counterparts in other functions/ businesses divisions.
• Mandated as a spokesperson for the function and business division.

All Senior 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.