Job Description

The Head of Customer Migrations will be the primary liaison between operations, Sales and Product teams. This is a critical role to reduce migration risk.

Owning the customer migrations for our customers. Responsible for outlining specific products, features and custom builds that will be needed for each specific cohort. Leading the migration plan by cohort will require an analysis of the end-to-end customer experience to minimise any customer pain and to maximise opportunity for future growth with these customer cohort. Responsible for reducing the risk to customers of migrating onto a new platform by detailing the specific needs by customer cohort. Managing the actual migration and ensuring alignment with key stakeholders. End to end customer experience and process mapping to identify and deliver future enhancements.

Skills and Experience Required:

Significant customer migration experience at a UK based payment acquirer. Deep acquiring and payment expertise with a significant track record of working in the payment acquiring industry. Experience across Enterprise and SME customer migrations in the acquiring industry.

Barclays' payments acceptance business provides critical infrastructure to the UK economy, processing billions of pounds of payments annually for both small businesses and domestic and international corporate clients.


In April 2025, we announced a long-term partnership with Brookfield Asset Management to grow and transform the payments acceptance business by broadening the range of services offered, enhancing the experience for both existing and prospective clients. Leveraging extensive client relationships and deep experience of UK payments, we will create an environment of continuous innovation - activated by Brookfield's global private equity expertise in payments, technology, operational transformation and corporate carve-outs - to ensure the business is strategically positioned for long-term growth.


Barclays will invest approximately 400m in the new business, the majority of which will be incurred during the first three years. Performance-linked incentives will drive greater alignment between the partners, underpinning the long-term commitment to the transformation. Barclays and Brookfield will work to create a standalone entity over time, continuing to use the Barclaycard Payments (BPL) brand and acting as the sole payments acceptance services provider to Barclays' clients for a minimum of ten years.


For more information on our partnership with Brookfield, please visit Barclays.com.

Purpose of the role

To define customer objectives, analyse customer data, develop a testing plan, customer triggers and next best action communications to drive revenue growth through customer engagement, growth, and retention

Accountabilities

Development of a comprehensive CRM strategy aligned with overall business objectives. Implementation of marketing automation processes to streamline and personalise customer communications. Customer needs assessment through research and data analytics to derive insights into customer behaviour and develop segmentation to tailor marketing activity to different target audiences, as needed. Development of plans and strategies for each customer segment, including setting of goals, communications, set up of triggers and measurement approach s, and regular review of progress. Selection, implementation and optimisation of CRM technology to meet business needs, where relevant. Collation of client feedback and insights to understand their evolving needs and preferences, leveraging data and analytics for the identification of trends and opportunities for improvement, if required. Maintenance of client records, including account information, interactions, and documentation, where appropriate.

Director Expectations

To manage a business function, providing significant input to function wide strategic initiatives. Contribute to and influence policy and procedures for the function and plan, manage and consult on multiple complex and critical strategic projects, which may be business wide.. They manage the direction of a large team or sub-function, leading other people managers and embedding a performance culture aligned to the values of the business. Or for an individual contributor, they lead organisation wide projects and act as deep technical expert and thought leader, identifying new ways of working and collaborating cross functionally. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions.. Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives. Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function. Escalates breaches of policies / procedure appropriately. Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence. Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate. Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives. Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives. Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations. Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area. Negotiate with and influence stakeholders at a senior level both internally and externally. Act as principal contact point for key clients and counterparts in other functions/ businesses divisions. Mandated as a spokesperson for the function and business division.

All Senior 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.


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.