Continuous Listening Lead

Join us as Continuous Listening Lead at Barclays where you will strategize, plan, and manage continuous listening products and services. This role requires a deep understanding of customer needs, particularly concerning surveys and research methods, designing effective solutions, and overseeing their implementation and adoption. Part of the responsibilities also includes staying updated with the products available in the market and managing relationships with the suppliers. You will have the ability to translate complex technical details into simple, compelling narratives that guide the customer towards tangible actions to address business challenges.

The ideal candidate will have proven technical capability with Qualtrics combined with a Service Design and/or Service Delivery skillset.

To be successful as a Continuous Listening Lead, you should have experience with:

• Product ownership - understand the product life cycle and common pitfalls, working in an agile way to deliver high quality outputs to customers​

• Stakeholder management - excellent communication, influencing and stakeholder management skills. Experience managing stakeholders at senior levels within HR (up to HR ExCo) and the business and adapting style accordingly​

• Change management – knowing what steps to take in enabling the successful launch and adoption of a new product or solution​

• Storytelling – ability to translate complex technical detail into simple, compelling narratives that lead the customer to tangible actions they can take to address business challenges​

• Commercial acumen - strong understanding of how corporate organisations operate, including a good level of commercial knowledge (business strategy, financials) to help inform how products can impact commercial outcomes​

• Data, tools & platforms – experience of working with and managing the development of enterprise scale surveying platforms and other continuous listening toolsets / approaches​

Some other highly valued skills may include:

• Service design – experience of developing a new service for customers, using design thinking and collaborative engagement to ensure the best outcome for the customer and the business​

• Employee Experience – knowledge of EX approaches and models ​

• Qualtrics – experience of managing an enterprise scale Continuous Learning platform ​

You may be assessed on 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.

Purpose of the role

To collaborate with product owners and other technical teams involved in the product development process and utilise their knowledge of the bank’s technologies to enact the vision defined in the product roadmap. 

Accountabilities

• Provision of subject matter expertise to support the collaboration between the product owner and the technical side of product development.
• Support the development and implementation of the product strategy and vision defined in the product roadmap and communicate them with the relevant stakeholders and the development team.
• Collaboration with internal stakeholders to gather and prioritise product requirements and features based on business value and feasibility that are well defined, measurable and secure.
• Development and implementation of assessments to ensure continuous testing and improvement of product quality and performance.
• Monitoring of product performance to identify opportunities for optimisation that meets the banks performance standards.
• Stay abreast of the latest industry technology trends and technologies, to evaluate and adopt new approaches to improve product development and delivery.

Vice President Expectations

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures..
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..
• 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 will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• 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.