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Customer Experience Lead

2 months ago

Wilmington, United States Barclays Full time

Customer Experience Lead
Wilmington, DE

As a Barclays Customer Experience Lead, you will serve as a key champion for customer experience across the organization. This is an opportunity to use data and customer insights to identify gaps and opportunities in the current state end-to-end customer journey, build a future state vision, and partner with disciplines to design an experience that closes the gap and makes improvements to the customer experience.

Barclays is one of the world's largest and most respected financial institutions, established in 1690, with a legacy of success, quality, and innovation. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.

We currently offer a hybrid working model where colleagues have the flexibility to split their time working from home and an office. Everyone has the opportunity to integrate their professional and personal lives through this dynamic working model.

What will you be doing?

•    Contributing to documenting the current state customer experience and related sentiments based on data and insights
•    Being responsible for identifying opportunities to reduce pain points and enhance the experience for customers across the end to end customer journey
•    Partnering with other disciplines to design a customer experience that benefits both the customer and the business
•    Using customer behavior, perception, and consumer trends to drive future state design and path to close the gap from current state
•    Serving as a subject matter expert, ensuring the voice of the customer is represented during prioritization and build of strategies identified through journey mapping
•    Monitoring customer-focused metrics and identifying data needs to measure and influence priorities across the customer journey  
•    Assisting with interactions with Control and Compliance to ensure issues impacting customer experience, are addressed within set control and regulatory parameters 
•    Working across team to connect the digital experience with non-digital interactions and ensuring clear and consistent messaging, aligned with the communications strategy 

What we’re looking for:

•    Experience with progressive levels of responsibility developing and executing programs to deliver with quality within a highly regulated industry
•    Ability to analyze feedback from customers and colleagues and broader trends to design an ideal customer experience
•    Experience performing operational/regulatory risk assessments as it relates to customer facing activities and strategies

In addition to the skills required to execute the job well, we're looking for people with the following capabilities to grow and contribute to our culture:

•    Empathy: An ability to see a situation from another person’s perspective 
•    Ownership: A strong sense of pride in your work
•    Connection: Build relationships with partners and colleagues 
•    Innovation: Openness to finding creative solutions
•    Persistence: Desire to go above and beyond when necessary to get the job done
•    Collaboration: Work well with others while building projects together

Skills that will help you in the role:

•    Excellent entrepreneurial skills (e.g., ability to handle varied responsibilities and drive success with limited resources in a matrixed organization) 
•    Innovative, collaborative problem solver who can take an idea from conception through execution 
•    Exceptional written and verbal communicator with the ability to clearly convey thoughts and opinions
•    Ability to work well with individuals throughout the organization, as well as those of various suppliers and third-party vendors 

At Barclays we understand that power of great customer experiences and we work hard every day to make sure that the needs and expectations of our customers are met and exceeded.  We focus our energies on making every customer engagement better than before.    

Where will you be working?

Barclays’ Wilmington campus boasts a recently renovated office space featuring a cafe, coffee bar, wellness breakout spaces and more. The campus is located along the historic Wilmington Riverfront where a glance out our windows reveals a scenic look at the Christina River and a growing riverfront community of luxury apartments, shops and restaurants. Additionally, the Wilmington train station is a short walk away, making travel from New York and Washington, DC fast and convenient.

We offer an environment that enables you to thrive and make an impact. Our colleagues are hard-working, focused on solutions, and collaborative. Here you will find people helping people at every level. Our culture is dedicated to innovation and maintaining a sense of balance and well-being.

#LI-Hybrid 

#MattBahar