Customer Journey Strategy Senior Manager

As a Customer Journey Strategy Senior Manager, you will lead a team to develop strategies and deliver exceptional customer experiences across key end-to-end journeys. You will collaborate with journey owners, design leads, product, operations, and other teams to co-create integrated solutions aligned with business goals and customer needs. Leveraging data and insights, you will drive customer-centric solutions that address pain points and adapt to evolving customer expectations.

You will champion the reimagining of customer journeys in line with the strategic vision, ensuring seamless, intuitive, and digitally enabled experiences. You will foster collaboration across cross-functional teams, working with design, product, and technology stakeholders to prioritize and implement strategic initiatives. Additionally, you will stay ahead of emerging customer experience trends and technologies, integrating these into journey strategies and promoting a culture of experimentation, testing, and continuous improvement.

To be successful in this role, you should have experience with:

• Strategic thinking and the ability to convert complex problems into innovative solutions, especially in systems design for journey transformation.
• Leadership and coaching skills, with experience leading in a matrixed environment and delivering through others.
• Influencing and senior stakeholder management skills, with experience in cross-functional, matrixed environments.
• Expertise in customer journey mapping and design thinking methodologies, collaborating with Journey Design Leads to produce high-quality artefacts.
• Developing future state strategies for multi-channel customer journeys.
• Strong commercial acumen, understanding how customer experiences impact business outcomes.
• Using customer data, market insights, and competitor analysis to identify opportunities and shape strategies.
• Briefing and synthesizing customer research, translating insights into journey themes, and understanding the impact of issues on overall performance.
• Facilitation and storytelling skills to communicate journey narratives effectively.
• Knowledge of agile practices and ability to thrive in cross-functional environments.

Highly valued skills may include experience with CX tools such as Figma, Adobe Analytics, and Qualtrics, as well as analytical and creative problem-solving skills with a strong customer empathy. Proficiency in Jira and Confluence is also desirable.

This role can be based in Northampton, London (1CP), or Manchester (4PP).

Purpose of the role

Design the end-to-end journey of a service to enable users to complete their goals, involving creation or modification of transactions, products, and content across digital and offline channels provided by Barclays.

Accountabilities

• Create design assets like service blueprints, customer journey maps, and prototypes to drive business outcomes.
• Design intuitive interfaces for digital banking platforms to ensure seamless user experiences.
• Maintain visually appealing and consistent interfaces aligned with brand guidelines across digital products.
• Create wireframes and prototypes for visualization and testing before development.
• Ensure compliance with accessibility standards for an inclusive experience.
• Stay updated on industry trends, design best practices, and emerging technologies to enhance design quality and innovation.
• Gather and analyze data to gain insights into customer needs and pain points, supporting business understanding of customer experience.

Vice President Expectations

• Contribute to strategy, requirements, and recommendations for change; manage resources, budgets, and policies; and drive continuous improvements.
• If managing a team, define roles, plan for future needs, coach employees, and influence departmental operations aligning with strategic priorities.
• Demonstrate leadership behaviors to foster an environment of excellence, including listening, inspiring, aligning, and developing others.
• For individual contributors, act as a subject matter expert, guide technical directions, lead complex assignments, and mentor less experienced staff.
• Advise senior stakeholders on impact and alignment of functional and cross-functional areas.
• Manage risks and strengthen controls, demonstrating accountability and understanding of organizational functions.
• Collaborate across areas to stay aligned with business strategies.
• Develop solutions through sophisticated analysis, research, and innovative thinking.
• Build and maintain trusting relationships with stakeholders, using influencing skills to achieve objectives.

All colleagues are expected to embody Barclays' values of Respect, Integrity, Service, Excellence, and Stewardship, and to demonstrate the Barclays Mindset of Empower, Challenge, and Drive.