Head of CX Platform & Insights

Join us as a Head of CX Platform & Insights at Barclays where you'll be primarily responsible for leading the bank’s Customer Experience strategy across digital channels, branches, and contact centres, with responsibility for CX Platforms, CX Insights, and Transformation. You will oversee customer listening systems, deliver the Voice of Customer (VoC) platform roadmap, and guide how customer insights are shaped for ExCo and Board decision‑making. You will also drive the future CX vision, bringing structure and recommendations in areas of high ambiguity.

To be successful as a Head of CX Platform & Insights, you should have experience with:

• Voice of Customer (VoC) Expertise: Proven experience using VoC data, customer feedback, and insights to build clear business recommendations and shape strategic decisions
• Customer Listening and Survey Design: Experience in designing customer surveys, leveraging indirect feedback sources, developing inferred measures from operational data sources and making informed vendor/platform decisions across CX programmes
• Consulting Experience: Background in leading or advising organisations on Voice of the Customer programmes, with exposure to multiple VoC providers and methodologies
• Executive Communication and Storytelling: Ability to translate complex analysis into compelling narratives for senior leaders, synthesising insight and shaping messages & decisions for ExCo‑level audiences
• Transformation Leadership: Great leadership in driving CX transformation, bringing structure to ambiguity, elevating team output, and steering business direction through insight‑led decision‑making

Some other highly valued skills may include :

• Financial Services Experience: Understanding of regulatory context, and customer expectations within banking or financial services

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 or Glasgow.

Purpose of the role

To provide independent and balanced advice and counsel to senior stakeholders through problem identification, solving and decision making practices.

Accountabilities

• Provision of strategic advice to Group Executives to support the decision-making process of business challenges and opportunities.
• Development and implementation of strategic advisory incentives to grow and optimise the bank’s operations, through market research and analysis.
• Collaboration with various stakeholder groups to identify the appropriate strategic direction type to meet the needs of Barclays clients and investors.
• Development of financial models to support strategic recommendations and transactions through financial data analysis, financial projects and considering the financial impact of transactions.
• Management of transactions, negotiations, transaction structure development and post-transaction integration.
• Collaboration with internal stakeholders to maintain client relationships, and develop new relationships to identify opportunities.
• Identification of industry trends, maintain peer benchmarking and developments related to strategic advisory services by attendings conferences, participating in training and conducting market research.

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.