Customer Journey Oversight Analyst

Join us as a Customer Journey Oversight Analyst at Barclays, where you’ll support the delivery of customer‑focused improvements across our Priority Customer Journeys. Working closely with Journey Owners and wider delivery teams, you’ll help ensure customer experience insights are consistently captured, understood, and used to inform prioritisation and delivery decisions.

You’ll play a key role in tracking the progress of customer journey improvements and metrics (such as complaints and NPS), helping teams stay aligned and organised while proactively flagging risks, blockers, and issues impacting customers. By working across multiple teams, you’ll help ensure journey improvements remain aligned, dependencies are visible, and customer‑impacting issues are escalated appropriately.

To be successful as a Customer Journey Oversight Analyst, you should have experience with:

• An interest in customer experience and using insights to understand performance

• Understanding customer journeys, pain points, or operational processes

• Experience supporting collaboration with stakeholders across teams

• Good communication and teamwork skills

• Ability to stay organised, manage tasks, and maintain accurate tracking or documentation

• Supporting delivery monitoring by tracking progress of customer journey improvements and flagging risks or blockers

• An active approach to problem‑solving and supporting continuous improvement

• Working across multiple teams to ensure customer journey improvements remain aligned and issues impacting customers are escalated

Some other highly valued skills may include:

• Familiarity with Jira, SharePoint, or similar tools

• Exposure to Agile delivery environments

• Interest in customer data, insights, or analytics tools

• Experience in financial services or customer‑focused roles

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 London, Manchester, or Northampton.

Purpose of the role

To design the end to end journey of a service to enable a user to complete their goals. The work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of Barclays. 

Accountabilities

• Creation of design assets to drive business outcomes, including service blueprinting, customer journey mapping and service prototyping.
• Creation of intuitive and user-friendly interfaces for digital banking platforms and applications for a seamless and engaging user experience.
• Design and maintenance of visually appealing and consistent user interfaces that align with the bank's brand identity and design guidelines across digital products.
• Creation of wireframes and interactive prototypes for visualisation and testing of product concepts and features before development.
• Compliance to accessibility standards and guidelines to provide an inclusive experience for all users.
• Monitoring of industry trends, design best practices, and emerging technologies to continuously improve the design quality and innovation of banking products.
• Gathering and analysis of data from a wide range of sources to create in-depth insights into customer’s needs or pain-points to aid business understanding of the customer experience.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• 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 develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.