Change Lead - Performing in the Bank

Role Overview

A key role championing the users and customers of HR products and services, focusing on driving improvement in experience, effectiveness, efficiency, and control.

• Working with Head of Experience, CoE teams, technology teams, and stakeholders inside and outside of HR to deliver value through agile delivery teams.
• Leading the ongoing drive to transform colleague and people leader experiences, championing their needs and a collaborative, data-led way of working throughout the delivery of HR Journeys.
• Lead the prioritization and guide the delivery of the change portfolio relating to a group of colleague journeys.

You may be assessed on key critical skills relevant for success in the role, such as risk and controls, change and transformation, business acumen, strategic thinking, and digital and technology, as well as job-specific technical skills.

Purpose of the Role

To focus on understanding client needs, improving the client journey, developing client-centric products and services, and driving client satisfaction.

Accountabilities

• Execution of research to understand client needs, preferences, and pain points related to banking products and services.
• Applying a holistic end-to-end lens to a client journey for identification of areas for improvement and enhancement of the overall client experience.
• Collaboration with cross-functional teams, including UX/UI designers and departments such as marketing, operations, and technology, to seamlessly enhance the client experience and evolve the bank’s products and services utilizing customer insights.
• Collection and analysis of data obtained through various channels such as surveys, focus groups, and client support interactions, and evaluation of the effectiveness of client experience initiatives to support the identification of areas for improvement in customer experience.
• Development and implementation of client-centric strategies, initiatives, and metrics that enhance the overall client experience, drive loyalty, and track improvements over time.
• Analysis of the competitive landscape to identify industry trends and best practices in customer experience and incorporate them into the bank's product offerings.

Vice President Expectations

• 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 organization 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.