Partnership Customer Experience Analyst

Join Barclays as a Partnership Customer Experience Analyst, where you will play a key role in supporting our customers and existing partnerships by creating reports tracking customer satisfaction, conducting and tracking TNPS surveys and results, managing complaints and escalations from start to resolution, and being a trusted SME (subject matter expert) on program content.

To be successful as a Partnership Customer Experience Analyst, you should have experience with:

• Customer experience reporting and management

• Supporting on key partner projects such as relaunches or refreshers

• Reviewing and editing training materials to ensure they are current and fit for purpose

Some other highly valued skills may include:

• Ample verbal and written communication skills

• Demonstratable ability to collaborate effectively with other colleagues and teams

• Abundant attention to detail

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 is located in Wilmington, DE.

Purpose of the role

To contribute to and enhance NPS by improving customer experience across touchpoints, ensuring experience and messaging is consistent and customer centric. Includes customer journey mapping to identify areas for improvement, refining customer interactions

Accountabilities

• Mapping and analysing the customers journey across all touchpoints including key interactions, pain points and identify opportunities for improvement in the customer experience.
• Development of customer personas to personalise their experience based off demographics, behaviour and needs.
• Development and implementation of strategies to improve customer satisfaction, loyalty and other customer KPI’s, as needed.
• Collaboration with teams across the bank to ensure consistent and positive customer experiences throughout their journey.
• Implement consistency in messaging and branding across all customer-facing channels, where applicable.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• 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 develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

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.