Customer Strategy Consultant

Overview

Join us as a Customer Strategy Consultant as a part of the Barclays UK Customer Care Strategy team, where you will help shape the future of all human customer channels, including branch, phone, and chat. You will contribute to defining long term priorities and outcomes for Customer Care, supporting the creation of a 3 to 5 years strategy that strengthens commercial distribution and delivers a segmented approach to customer needs.

Working closely with teams across the business, you will gather insights on customer trends and translate them into strategic initiatives that enhance performance and drive meaningful improvements in how we serve our customers.

To excel in this role, you should demonstrate:

• Understanding and interpretation of the bank's overall strategic objectives and translate them into concrete action plans for specific business units and functions.
• Development of detailed implementation roadmaps, outlining key initiatives, timelines, resource allocation, and performance metrics.
• Development and implementation of robust commercial models for new initiatives and ventures, ensuring financial viability and profitability.
• Identification and analysis of potential risks and opportunities, providing insights and recommendations for strategic decision-making.
• Development and implementation of effective change management strategies to facilitate the adoption of new initiatives and processes.

• Agile ways of working:
  Apply Agile principles to drive iterative delivery, enable rapid learning, and support cross functional collaboration that accelerates strategic outcomes.
• Programme management expertise:
  Leverage a programme management background to structure complex initiatives, manage interdependencies, and ensure disciplined planning and governance across large scale programmes.
• Execution strategy knowledge:
  Translate strategic intent into clear execution pathways, aligning teams, resources, and milestones to deliver measurable impact and sustained operational performance.

You may be assessed on 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.

We are happy to consider those who can work from our Northampton, Manchester, Sunderland, Liverpool or Glasgow site.

To drive the successful implementation and commercial realization of the bank's strategic goals, ensuring alignment with market trends and delivering sustained financial performance.

• Development of detailed implementation roadmaps, outlining key initiatives, timelines, resource allocation, and performance metrics.
• Development and implementation of robust commercial models for new initiatives and ventures, ensuring financial viability and profitability.
• Identification and analysis of potential risks and opportunities, providing insights and recommendations for strategic decision-making.
• Development and implementation of effective change management strategies to facilitate the adoption of new initiatives and processes.

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures.
• If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements.
• 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…