Customer Outcomes and CX Reporting Senior Manager

Join us as a Customer Outcomes and CX Reporting Senior Manager at Barclays, where you’ll lead the design, implementation, and continuous evolution of customer experience and outcomes reporting across the organisation. This pivotal role provides a unified, data-driven view of customer experience, translating insight into impactful reporting and executive-level storytelling that drives a culture of evidence-based improvement.

In this role you will be responsible for board and regulatory reporting, including oversight of reporting on our Consumer Duty embedment, customer outcomes, and complaints. Designing and delivering actionable dashboards and reporting frameworks that surface key insights and drive strategic decisions. This includes leading the development of joined-up views of customer experience, connecting data across journeys, channels, and touchpoints. You will be championing continuous improvement through evidence-based recommendations and performance tracking.

To be successful as a Customer Outcomes and CX Reporting Senior Manager at Barclays, you should have experience with:

• Good analytical and problem-solving skills, with the ability to distil complex data into clear, compelling narratives.

• Proven ability to communicate effectively with both technical and non-technical audiences, including senior stakeholders and board-level executives.

• Good stakeholder management and influencing skills, with experience navigating complex organisational structures.

• A passion for reporting excellence, with a track record of creating high-impact dashboards and storytelling artefacts that drive action.

• Good working knowledge of complaints, Consumer Duty, customer experience (CX), and customer journeys, with the ability to reflect these themes in meaningful reporting and insight.

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 Northampton or London.

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 and dashboards that effectively communicate key performance indicators (KPIs) and trends across various business units. 

Accountabilities

• Design and development of comprehensive reports and dashboards using various data visualization tools and techniques.
• Design, development and implementation of automated report generation processes 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 & seeking signoffs as required.
• Engagement with stakeholders as needed to ensure up to date data is incorporated into reporting.

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.