Customer Insights Principal

As a Customer Insights Principal, you will partner with your designated Customer Journey Lab to shape the direction of that particular journey according to what those customers need as well as what’s happening in the market. Using your people management skills you will manage research projects end to end, applying your market research and analytical skills to draw actionable insights. You will present those insights to stakeholders and influence their strategic decision-making.

To be successful as a Customer Insights Principal, you should have experience with:

• Leadership in Design Research – applying your knowledge of the broad range of research disciplines to design and deliver world class research design through the Double Diamond design process and across other strategic applications for research.
• Communication and Influence – delivering clear messages which are targeted to your audience, and successfully challenging the status quo at all levels, to drive brilliant Customer Outcomes in Barclays UK.
• Stakeholder Management – building relationships by consulting on business problems, designing high quality research programmes which meet business and customer needs, and providing excellent expectation management throughout the project delivery.
• Analytical skills - Analysis combined with traditional market research techniques.

Some other highly valued skills may include:

• Customer focus – understanding customers’ personal context and mental models, and skilled at interpreting verbal and non-verbal cues into clear customer needs and wants.

• Commercial and strategic thinking – understanding Barclays strategy and goals, and translating those into value-generating recommendations.

• Digital transformation - understanding the strategies and technologies which will deliver market-leading digital adoption and transformation for Barclays Customers and business.

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, Northampton, Glasgow, or Knutsford.

Purpose of the role

To identify and apply customer insight, market research and data analysis in order to inform business strategy, delivering successful proposition, experience and communication strategies to achieve deeper Customer relationships, commercial return, and improved reputational positioning, by putting the Customer Voice at the heart of everything we do. 

Accountabilities

• Relationship management of Product, Channel and Marketing stakeholders, including identifying relevant stakeholders, and provision of consultancy services to define the key business questions to be addressed through research.
• Development of strategic direction for Customer Experience, proposition and communications development, including the implementation of up to date research methodologies and processes.
• Conducting thorough market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.   .
• Monitoring of emerging technologies, industry trends, design best practices, societal changes, and economic trends that may impact the Customer landscape and influence Barclays strategic decisions.
• Delivery of high quality, cost-effective and Agile research services, through effective management of internal and external research providers.
• Management of all risk relating to the Insight process, (and in particular Data Privacy risk) including identification of potential risks, development of strategies to mitigate those risks, and maintenance of alignment with Chief Controls Office and Data Privacy Compliance.
• Management of all Insight programmes, including oversight of colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness.   .

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.