Job Description

Join us as a Client Journey Manager within the Commercial Development Team, a core pillar of the Private Bank & Wealth Management Commercial Office. Reporting directly to the Head of Commercial Development, you will take on a newly created role with a strategic focus on shaping and embedding the PBWM client journey approach.


In this role, you will work closely with journey owners across PBWM to drive alignment and consistency. You will be responsible for maintaining the journey framework, catalogue, and dashboard, while also defining key metrics to assess journey effectiveness. A crucial part of your work will involve integrating insights drawn from diverse data sources, systems, and processes to create a comprehensive view of the client journey. You'll play a central role in coordinating cross-functional collaboration, building shared understanding across teams, and fostering alignment where needed. Ultimately, you will champion a client-centric mindset throughout the organization, ensuring the client experience remains at the heart of everything we do.

To be successful as a Client Journey Manager, you should have:

Proven experience in client journey management within financial services or a related industry Sharp analytical skills, with the ability to interpret complex data and provide actionable insights Excellent communication and interpersonal skills, with a collaborative approach to stakeholder engagement Strategic thinking, with a client-centric mindset and a focus on commercial delivery

Some other highly valued skills may include:

Ability to handle a variety of projects, timelines, and stakeholder needs with excellent organizational skills Skilled at noticing problems early and working through clear, practical solutions that keep the client in focus Comfortable working across teams and functions to align efforts and drive shared outcomes

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 may be based out of London or Glasgow.

Purpose of the role

To contribute to and enhance NPS by improving customer experience across touchpoints, ensuring experience and messaging is consistent and customer centric. Includes customer journey mapping to identify areas for improvement, refining customer interactions

Accountabilities

Mapping and analysing the customers journey across all touchpoints including key interactions, pain points and identify opportunities for improvement in the customer experience. Development of customer personas to personalise their experience based off demographics, behaviour and needs. Development and implementation of strategies to improve customer satisfaction, loyalty and other customer KPI's, as needed. Collaboration with teams across the bank to ensure consistent and positive customer experiences throughout their journey. Implement consistency in messaging and branding across all customer-facing channels, where applicable.

Vice President Expectations

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 and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.. OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions.. Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment. Manage and mitigate risks through assessment, in support of the control and governance agenda. Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does. Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business. Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies. Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions. Adopt and include the outcomes of extensive research in problem solving processes. Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship - our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive - the operating manual for how we behave.