Customer Journey Oversight Manager

Join us as a Customer Journey Oversight Manager at Barclays, where you’ll play a key role in driving customer‑centric transformation and measurable customer experience improvement across our Priority Customer Journeys. Partnering closely with Journey Owners, you’ll help ensure customer needs sit at the heart of planning and delivery, with experience improvements that are insight‑led, outcome‑focused, and effectively prioritised.

In this role, you’ll support journey teams to strengthen their customer‑obsession maturity, working alongside the ways‑of‑working transformation programme to embed new operating models. You’ll play a critical role in tracking and reporting against journey OKRs and customer outcome metrics (complaints, NPS etc.), ensuring progress against experience improvements is transparent and measurable. You’ll also identify and manage cross‑journey dependencies, working across teams to unblock issues that could impact customer experience delivery, while maintaining clear oversight of risks, progress, and outcomes.

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

• Supporting stakeholders across the business to drive improvements to customer experience measures, metrics, and journey mapping

• Using data and customer insights to inform decision‑making

• Understanding customer experience data, journey performance insights, and Voice of Customer inputs

• Identifying customer pain points and operational barriers, and helping teams prioritise and resolve issues

• Tracking and reporting against journey OKR and customer outcome metrics to ensure measurable progress on experience improvements

• Supporting the development or refinement of operational processes and contributing to people‑centric change

• Identifying and managing cross‑journey dependencies, working across teams to unblock issues impacting customer experience delivery

• Solid interpersonal and relationship‑building skills, with the ability to collaborate and constructively challenge across teams

• Great organisation and execution skills, with the ability to support progress in a complex, fast‑paced environment

Some other highly valued skills may include:

• Experience using Jira and SharePoint for tracking, governance, and delivery support

• Understanding of Agile ways of working within cross‑functional teams

• Some exposure to customer data and analytics tools, such as Adobe Analytics

• Experience within financial services, ideally in customer, operations, transformation, or journey‑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 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.

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.