Journey Design Lead

As a Journey Design Lead you will be responsible for shaping best-in-class customer experiences across our Top Journeys, working in close partnership with CX Strategy, Journey Ownership and Business Portfolio senior executives. You’ll lead on the intersection of customer experience transformation, future business strategy and channel innovation. This is a strategic role requiring a systems thinker who thrives in complexity.  You will be working across multiple brands, including Barclays UK Retail and Barclaycard, to deepen customer engagement, loyalty and advocacy. 

To be successful as a Journey Design Lead, you should have experience with

• Application of Systems Design Thinking, understanding the dynamics required for big-picture change in support of the Journey strategy.

• Leveraging strategic insight and large form data to understand customer and commercial opportunities, linking these with emerging market and customer behaviour trends.

• Leading long-term projects with multiple horizons, whilst maintaining focus and relevance to in-year value delivery and execution.

• Creation of Journey experience standards to support the CX journey strategy, empowering multi-discipline teams to manage delivery backlogs to drive the Customer Experience vision.

• Ensuring the delivery of high-quality, tangible artifacts such as experience maps, service blueprints, business canvas models, empathy maps, innovation design methods, and experience prototyping to inspire decision-makers.

• Back-office design and the simplification of processes in adherence to regulatory standards

• Experience in navigating large, complex organisations, comfortable working across different technology platforms, back-office processes and multi-function teams.

• Translating business challenges into human-cantered design opportunities for meaningful change - balancing stakeholder priorities, legacy systems, new channel technologies and commercial goals.

• Proficient in Story-telling and vision setting, presenting at Exec leadership forums. Proficient in using Figma.

Some other highly valued skills may include

• Have previous experience in using Microsoft Whiteboard.

• Previous experience in collaborating with technical engineers and platform specialists

• Business analytics and program management

• Data and insight analytics

• Working in agile environments and understanding delivery within scaled agile frameworks.

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 (1CP), Knutsford, Manchester (4PP) 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.

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.