Customer Strategy Consultant

Join us as a Customer Strategy Consultant as a part of the Barclays UK Customer Care Strategy team, where you will help shape the future of all human customer channels, including branch, phone, and chat. You will contribute to defining long term priorities and outcomes for Customer Care, supporting the creation of a 3 to 5 years strategy that strengthens commercial distribution and delivers a segmented approach to customer needs. Working closely with teams across the business, you will gather insights on customer trends and translate them into strategic initiatives that enhance performance and drive meaningful improvements in how we serve our customers.

To excel in this role, you should demonstrate:

• Strategic problem solving with commercial acumen: Diagnose complex problems and connect customer insights with commercial outcomes, building actionable strategies that balance customer experience, cost efficiency, and commercial performance.

• Data driven storytelling and insight synthesis: Translate data, market intelligence, and customer feedback into compelling narratives that influence decision making and drive strategic alignment.

• Structured thinking and execution planning: Break ambiguous problems into clear workstreams, develop actionable roadmaps, and enable cross functional delivery across matrixed organisations.

Desirable skills:

• Agile ways of working: Apply Agile principles to drive iterative delivery, enable rapid learning, and support cross functional collaboration that accelerates strategic outcomes.

• Programme management expertise: Leverage a programme management background to structure complex initiatives, manage interdependencies, and ensure disciplined planning and governance across large scale programmes.

• Execution strategy knowledge: Translate strategic intent into clear execution pathways, aligning teams, resources, and milestones to deliver measurable impact and sustained operational performance.

You may be assessed on 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.

We are happy to consider those who can work from our Northampton, Manchester, Sunderland, Liverpool or Glasgow site.

Purpose of the role

To drive the successful implementation and commercial realization of the bank's strategic goals, ensuring alignment with market trends and delivering sustained financial performance.

Accountabilities

• Understanding and interpretation of the bank's overall strategic objectives and translate them into concrete action plans for specific business units and functions.
• Development of detailed implementation roadmaps, outlining key initiatives, timelines, resource allocation, and performance metrics.
• Development and implementation of robust commercial models for new initiatives and ventures, ensuring financial viability and profitability.
• Identification and analysis of potential risks and opportunities, providing insights and recommendations for strategic decision-making.
• Development and implementation of effective change management strategies to facilitate the adoption of new initiatives and processes.

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.