CLCM Customer Optimisation Manager

The Customer Lifecycle Management team (CLCM) is responsible for the orchestration of communications to customers across all channels such as email, digital banners, Marketing SMS and more. As a CLCM Customer Optimisation Manager, you will ensure that we are delivering timely and relevant messaging to our customers via the most efficient channels. With your passion for exploring and discovering ways to improve our customer contact strategy, you will proactively conduct regular reviews and analysis of our current channels, seeking ways to optimise and expend those. You will analyse the performance of our digital banner assets in App and Online Banking, our exclusions, our campaign strategies, and explore ways of connecting our channels together. Being comfortable with managing stakeholders across different teams on all levels will be key in this role as you influence the necessary strategic changes to deliver the best contact experience for our customers. Our Customer Contact Channel Principles are at the heart of everything we do and through governance and control of our channels we can ensure a good oversight of messaging that goes out to our customers.

To be successful as a CLCM Customer Optimisation Manager you should have experience with:

• Managing cross-team stakeholders on all levels; collaborating and influencing them to adopt and drive strategic changes to improve our customer contact channels.

• Applying an in-depth knowledge and working practice of the different channels available; email, DM, In app notifications, Digital Banners, Push and more.

• Understanding how customer contact experience works.

• Reading and interpreting data in Excel.

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.

This role can be based in either London or Glasgow.

Purpose of the role

To contribute to and enhance NPS by improving customer experience across touchpoints, ensuring experience and messaging is consistent and customer centric. Includes customer journey mapping to identify areas for improvement, refining customer interactions

Accountabilities

• Mapping and analysing the customers journey across all touchpoints including key interactions, pain points and identify opportunities for improvement in the customer experience.
• Development of customer personas to personalise their experience based off demographics, behaviour and needs.
• Development and implementation of strategies to improve customer satisfaction, loyalty and other customer KPI’s, as needed.
• Collaboration with teams across the bank to ensure consistent and positive customer experiences throughout their journey.
• Implement consistency in messaging and branding across all customer-facing channels, where applicable.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• 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 lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders 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.