Senior CX and Service Manager

The Service and Supplier management team plays an integral part in improving overall Client Experience and Satisfaction across UK Corporate Banking through the development and management of comprehensive client research strategies and activities, ensuring that key client journeys operate in a way that delivers world-class service to our clients, and overseeing the delivery of services provided by internal service partners and third-party suppliers.

Accountabilities

• Improve overall Client Experience and Satisfaction.
• Develop, implement, and interpret internal and external client insight and data, including market research, and use this data to inform decision making.
• Act as Service Recipient for specific services provided by BX partners, reviewing SLAs and KPIs regularly to ensure alignment with UKC overall strategy and objectives.
• Review operational data, client insight, and other data to consider pain points in key client journeys and influence solutions and plans that will drive improvements with a clear Client Experience lens.
• Work collaboratively with COO, Technology, Functions, Transaction Banking, and UK Coverage teams to ensure that Strategic Investment funding is prioritized to address key Client Experience challenges.
• Act as the ‘voice of the customer’ and coverage liaison for SI funded programs, ensuring that requirements and implementation are designed to deliver world-class service and optimal client experience.

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.

Join us as a Senior CX and Service Manager where you'll be supporting the Head of Service and Supplier Management and work closely with senior leaders across UK Corporate Banking Coverage teams, Transaction Banking, COO, and Functions. You may be assessed on the key critical skills relevant for success in the role as well as job-specific technical skills. Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application.