Tesco Integration Customer Care Service Model Lead

As Barclays Tesco Integration Customer Care Service Model Lead VP, you'll work within our Transformation team within Customer Care to support with Tesco Integration. This role plays a pivotal part in our Tesco Integration Customer Service workstream to lead the development of the Customer Care service model to seamlessly integrate Tesco Customer Service into the broader Customer Care framework. Ensuring that it is robust for migration, ensures effective customer outcomes, and supports overall the business objectives.

Within this role, you’ll be accountable for managing the design of the service model, including creating a blueprint for this project and for future acquisitions,  ensuring the business case benefits are fully considered and understood, create an integrated organisational design which considers onshore and offshore activity, and ensures the location strategy aligns to BUK site strategy. You will also lead on the design of the migration approach for the Customer Servicing activity to support a smooth customer and colleague integration.

This will require leading senior stakeholder management at Director / Managing Director level, deputising for the Tesco Integration Customer Care Director at programme governance meetings,  and effectively collaborating across other programme pillars and workstreams

To be successful within this role, you will have operational experience and have worked within a Change and Transformation program/project previously. You'll be a problem solver who can work at pace and be comfortable with ambiguity. The role will require you to work with senior and diverse stakeholders across the business, you'll have experience with building and managing relationships as such. You will also have worked within a financial service, preferably retail banking, setting with strong understanding of the products and services that will be available. You will bring external insights and broader thinking to the transformation and customer service agenda.

We will consider applications from those able to work from our Glasgow, Liverpool, Sunderland or Northampton strategic site, but regular travel to Glasgow is expected.

Purpose of the role

To manage and develop existing and new products and/or services; and where applicable, ownership of related customer and colleague journeys, develops the product strategy, drive change through Barclays execution teams, make key decisions in the product lifecycle and own associated outcomes for customers, colleagues and the bank, achieved through appropriate service level agreements, regulatory compliance, risk management and controls. 

Accountabilities

• Development of customer level strategies & solutions that are tailored to customers’ needs.
• Subject Matter Expert in the applicable Product/Proposition team and be able to confidently guide and advise stakeholders at all levels in the Bank on the application of existing and new products/propositions and related customer and colleague journeys.
• Development of product propositions, and/or service strategy, define the priorities for delivering the outcomes needed to deliver the strategy and lead execution of the priorities.
• Development of different commercial and business models through a strong understanding of the financial drivers of the P&L for the relevant segment/ proposition/ journey.
• Evaluation of the technical feasibility, legal compliance, and potential risks associated with the development and launch of the new product.
• Monitoring of market trends and analysis feedback from internal employees and target customers through prototypes, user testing sessions, and beta programs to identify areas for improvement to refine the product / process before launch.
• Management of comprehensive launch plans and technical deployments for products that establish rollout timelines, marketing strategies, training initiatives and communication channels to promote the launch new products effectively.
• Monitoring of key metrics such as adoption rates, usage patterns, customer satisfaction (including complaints), and revenue generation to assess the product's performance against set goals.

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.