Customer Journey Oversight Manager

Join us as a Customer Journey Oversight Manager at Barclays, where you’ll play a key role in driving customer‑centric transformation and measurable customer experience improvement across our Priority Customer Journeys. Partnering closely with Journey Owners, you’ll help ensure customer needs sit at the heart of planning and delivery, with experience improvements that are insight‑led, outcome‑focused, and effectively prioritised.

In this role, you’ll support journey teams to strengthen their customer‑obsession maturity, working alongside the ways‑of‑working transformation programme to embed new operating models. You’ll play a critical role in tracking and reporting against journey OKRs and customer outcome metrics (complaints, NPS etc.), ensuring progress against experience improvements is transparent and measurable. You’ll also identify and manage cross‑journey dependencies, working across teams to unblock issues that could impact customer experience delivery, while maintaining clear oversight of risks, progress, and outcomes.

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

Supporting stakeholders across the business to drive improvements to customer experience measures, metrics, and journey mapping

Using data and customer insights to inform decision‑making

Understanding customer experience data, journey performance insights, and Voice of Customer inputs

Identifying customer pain points and operational barriers, and helping teams prioritise and resolve issues

Tracking and reporting against journey OKR and customer outcome metrics to ensure measurable progress on experience improvements

Supporting the development or refinement of operational processes and contributing to people‑centric change

Identifying and managing cross‑journey dependencies, working across teams to unblock issues impacting customer experience delivery

Solid interpersonal and relationship‑building skills, with the ability to collaborate and constructively challenge across teams

Great organisation and execution skills, with the ability to support progress in a complex, fast‑paced environment

Some other highly valued skills may include:

Experience using Jira and SharePoint for tracking, governance, and delivery support

Understanding of Agile ways of working within cross‑functional teams

Some exposure to customer data and analytics tools, such as Adobe Analytics

Experience with in financial services, ideally in customer, operations, transformation, or journey‑focused roles

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 London, Manchester, or Northampton.

Purpose of the role

To manage and develop existing and new products and/or services; and where applicable, ownership of related customer and colleague journeys, develops the product strategy, drive change through Barclays execution teams, make key decisions in the product lifecycle and own associated outcomes for customers, colleagues and the bank, achieved through appropriate service level agreements, regulatory compliance, risk management and controls.

Accountabilities

Development of customer level strategies & solutions that are tailored to customers’ needs.

Subject Matter Expert in the applicable Product/Proposition team and be able to confidently guide and advise stakeholders at all levels in the Bank on the application of existing and new products/propositions and related customer and colleague journeys.

Development of product propositions, and/or service strategy, define the priorities for delivering the outcomes needed to deliver the strategy and lead execution of the priorities.

Development of different commercial and business models through a strong understanding of the financial drivers of the P&L for the relevant segment/ proposition/ journey.

Evaluation of the technical feasibility, legal compliance, and potential risks associated with the development and launch of the new product.

Monitoring of market trends and analysis feedback…