Director - Customer Journey Owner, Payments and Cash Management

• Own and champion the end-to-end customer journey for Cash Management Products, ensuring a seamless, client-centric experience across all touchpoints.
• Act as the strategic voice of the client, using deep product and market knowledge to anticipate client needs and drive continuous improvement in journey design and delivery.
• Collaborate across virtual teams and functions (Product, Technology, Operations, Risk, Compliance, Coverage) to deliver best-in-class solutions and resolve pain points.
• Lead the identification and simplification of complex processes, removing friction and accelerating time to value for clients.
• Monitor industry trends and regulatory changes, assessing their impact on client journeys and ensuring Barclays remains at the forefront of innovation and compliance.
• Develop and maintain robust governance and measurement frameworks to track journey performance, client satisfaction, and operational efficiency.
• Present insights, recommendations, and progress updates to ExCo and senior stakeholders, influencing strategic direction and investment decisions.
• Foster a culture of client obsession, embedding client feedback and data-driven insights into all aspects of journey management.
• Operate effectively within a matrix environment, leveraging influence and collaboration rather than direct line management to achieve outcomes.
• Uphold Barclays’ standards for risk management, control, and regulatory compliance throughout the customer journey lifecycle.

Purpose of the role

To manage a specific product or portfolio and set the strategic direction. Provide support to the bank's senior management team, and to manage product development risk across the organisation. 

Accountabilities

• Development of strategic direction for a specific product or portfolio, including the implementation of up to date methodologies and processes.
• Management of a specific product or portfolio, including oversight of colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness.  
• Relationship management of specific product or portfolio stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services.
• Development and implementation of policies and procedures for the specific product or portfolio.
• Management of specific product or portfolio risk, including identification of potential risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank’s specific product or portfolio and compliance functions. 
• Monitoring the financial performance of the specific product or portfolio, including revenue, profitability, and cost control.
• Conducting thorough market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.

Director Expectations

• To manage a business function, providing significant input to function wide strategic initiatives. Contribute to and influence policy and procedures for the function and plan, manage and consult on multiple complex and critical strategic projects, which may be business wide.
• They manage the direction of a large team or sub-function, leading other people managers and embedding a performance culture aligned to the values of the business. Or for an individual contributor, they lead organisation wide projects and act as deep technical expert and thought leader, identifying new ways of working and collaborating cross functionally. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives.
• Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function.
• Escalates breaches of policies / procedure appropriately.
• Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence.
• Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate.
• Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives.
• Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives.
• Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations.
• Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area.
• Negotiate with and influence stakeholders at a senior level both internally and externally.
• Act as principal contact point for key clients and counterparts in other functions/ businesses divisions.
• Mandated as a spokesperson for the function and business division.

All Senior 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.

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.