Customer Journey Strategy Manager

As a Customer Journey Strategy Manager you will be responsible for leading the future strategy and development of exceptional customer experiences across our most critical end-to-end customer journeys, both individually and as part of a cohesive and interconnected experience ecosystem. You’ll work closely with senior leaders, journey owners, design leads and product teams to lead the development of exceptional and differentiated customer journeys that deliver on Barclays drive to be best-in-class for customer experience.

By leveraging data and insights from various sources, you’ll drive customer-centric solutions that address pain points and meet evolving customer needs.

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

To be successful as a Customer Journey Strategy Manager, you should have experience with

Strategic mindset with the ability to translate complex problems into innovative solutions. Comfortable working with systems design, understanding how this can be utilised for bigger picture journey transformation.

Considerable influencing and stakeholder management skills with experience of delivery in cross-functional, matrixed environments with multiple stakeholders.

Expertise in customer journey mapping and understanding of design thinking methodologies, partnering closely with Journey Design Leads to deliver quality journey artefacts.

Expertise in developing journey design blueprints and CX journey prototyping.

Developed commercial acumen, with an understanding of how excellent customer experience can drive effective business commercial outcomes.

Experience in customer data, customer/competitor & market insights and horizon scanning to identify opportunities inform strategic customer journey development.

Experience using CX Tools e.g. Figma, Adobe Analytics, Qualtrics.

Experience briefing in customer research, with deep understanding of how to synthesise insights into journey thematic and frame the cumulative impact of small but frequent journey issues into overall journey performance.

Developed facilitation and storytelling skills.

Understanding of agile working practices and the ability to work in cross-functional environments.

Considerable analytical and creative problem-solving skills with high levels of customer empathy.

You may be assessed on the 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.

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

Purpose of the role

To design the end to end journey of a service to enable a user to complete their goals. The work may involve the creation of, or change to, transactions, products and content across both digital and offline channels provided by different parts of Barclays.

Accountabilities

Creation of design assets to drive business outcomes, including service blueprinting, customer journey mapping and service prototyping.

Creation of intuitive and user-friendly interfaces for digital banking platforms and applications for a seamless and engaging user experience.

Design and maintenance of visually appealing and consistent user interfaces that align with the bank's brand identity and design guidelines across digital products.

Creation of wireframes and interactive prototypes for visualisation and testing of product concepts and features before development.

Compliance to accessibility standards and guidelines to provide an inclusive experience for all users.

Monitoring of industry trends, design best practices, and emerging technologies to continuously improve the design quality and innovation of…