CX Strategy & Performance Manager

Join us as a CX Strategy & Performance Manager, where you'll play a pivotal role in shaping and reporting Barclays’ CX (customer experience) performance across the Barclays UK. Working with a range of senior stakeholders, you’ll lead the development of customer experience reporting, performance insight and strategic recommendations that inform senior decision-making, including updates to Barclays UK ExCo and Board-level audiences. Using data and analysis, you’ll help define customer experience targets, track performance against key metrics, identify trends and opportunities for improvement, and produce high-quality reporting and insight packs. This is a highly visible role requiring solid stakeholder engagement, influencing skills and the ability to navigate complex environments to drive better customer outcomes and support Barclays’ customer experience strategy.

To be successful as a CX Strategy & Performance Manager, you must have the following essential skills:

• Excellent data analysis skills, with the ability to identify trends, interpret complex information, and produce actionable insights that inform decision-making.
• Proven stakeholder management experience, with the ability to build, influence, and maintain effective relationships with senior stakeholders, including Directors and Managing Directors.
• Excellent planning and reporting skills, with the ability to produce accurate, high-quality reports for a range of stakeholders.
• Experience working within financial services or a large, complex commercial organisation.

Some other highly valued skills may include:

• Previous experience within a customer experience, customer journey, or customer engagement-focused role.
• Knowledge of customer experience metrics and feedback methodologies, including Voice of the Customer (VoC), Net Promoter Score (NPS), and related performance measures.
• Previous experience within a business management role.

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 will be based in London or Northampton.

Purpose of the role

To support the bank's decision-making processes by providing timely, accurate, and insightful information through designing, developing, and maintaining management reports, compelling visualisations and dashboards that effectively communicate key performance indicators (KPIs), data insights and trends across various business units.

Accountabilities

• Design and development of comprehensive reports and dashboards utilisng best practices in data visualisation principles and design aesthetics to ensure clarity, accuracy, and accessibility.

• Design, development and implementation of automated report generation processes and visualisation methodologies for improved efficiency and timeliness. 

• Identification and analysis of business requirements to define report content and format.

• Maintenance and updating of existing reports and dashboards to reflect changing business needs, including co-ordination of reporting template releases and related administrative tasks.

• Development of robust processes & controls for collating input data, performing exploratory data analysis & data cleansing and seeking signoffs as required. 

• Engagement with stakeholders as needed to ensure up to date data is incorporated into reporting and visualisations. 

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.