Director, Head of Vulnerable Customer Journeys, Customer

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 from internal employees and target customers through prototypes, user testing sessions, and beta programs to identify areas for improvement to refine the product / process before launch.
• Management of comprehensive launch plans and technical deployments for products that establish rollout timelines, marketing strategies, training initiatives and communication channels to promote the launch new products effectively.
• Monitoring of key metrics such as adoption rates, usage patterns, customer satisfaction (including complaints), and revenue generation to assess the product's performance against set goals.

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.

The Director of Vulnerable Customers is a key leadership role in the Customer Experience team, responsible for driving good outcomes across BUK for all customers who find themselves in vulnerable circumstances. The role holder will be accountable for both oversight and management of vulnerable customers broadly across BUK, and also will own specific priority Customer Journeys that relate in particular to either complex or highly emotive moments in customers lives.

The role requires an ability to balance both the successful running of BAU performance across its journeys (NPS, CSAT, SLAs etc.) and risk and control commitments, with a strategic focus on developing customer outcomes and the overarching vulnerable customer strategy. Within this, the role holder will identify commercial and propositional opportunities to develop the overarching BUK strategy for vulnerable customers.

As well as managing a direct team of c.20 colleagues, the role holder will also act in a leadership capacity across a large matrix team taking in stakeholders from technology, operations as well as functional partners. This will involve working closely with the relevant Customer Journey Labs to develop roadmaps, backlogs, feature planning and other artefacts required to achieve the targets set for the journeys.

Specific responsibilities include:

• Leadership of the Vulnerable Customer Team within CX – ensuring a supportive and engaging culture for all colleagues.
• Ownership of the BUK Vulnerability Framework – which encompasses all the enablers, data, indicators and oversight/monitoring required to deliver good outcomes and avoid harm.
• Ownership of priority Customer Journeys – E2E ownership of the Bereavement and Delegated Authority customer journeys, including performance in BAU and strategic change.
• Ownership of other complex customer moments – currently including Dormancy Reclaims and Court Orders, and associated risk and control programmes and deliverables.
• Risk and Control management – responsibility for a large portfolio of ORAC issues, risk events and remediation activity across vulnerable customer journeys.
• External engagement and influence – represent Barclays UK to regulators, industry, charities and other stakeholders ensuring that BUK is held in high regard for our commitment to vulnerable customers