HR Hub
3 weeks ago
You will be advocating for customers in business decision making and balancing commercial aims, delivery feasibility and regulatory requirements with high quality customer experiences.
Some of your accountabilities are to identify and distillate to support the creation of balanced business cases . To deliver of high-quality insight and design outputs across all practice disciplines and Evaluation of programme or product risks to mitigate potential risks.
You may be assessed on 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.
Purpose of the role
To lead and facilitate human-centred design excellence as part of the BUK Pod transformation strategy, to drive innovation, meet customer needs, and ensure the bank's long-term success and competitive edge. Advocating for customers in business decision making and balancing commercial aims, delivery feasibility and regulatory requirements with high quality customer experiences.
Accountabilities
- Need identification and distillation to support the creation of balanced business cases which factor in customer appeal and feasibility and drive positive customer outcomes.
- Delivery of high-quality insight and design outputs across all practice disciplines, any project budgets allocated to Insights and Design, including the management of budget related to research or design agencies or the use of a contingent workforce.
- Problem statement facilitation and prioritisation across the business areas, lead solution discovery, co-ordinate solution/service designs taking accountability for solution integrity across Barclays.
- Evaluation of programme or product risks to mitigate potential risks through iterative design and testing ahead of customer launch. Building a culture that understands the value of customer-focused, human-centric design.
- Customer research, listening, testing and market scanning processes within specific business areas. Monitor market trends including competitor insights and wider macro trends. Incorporate colleague feedback into investigations into service provision. Test designs and experience through prototypes with target customers and colleagues to identify areas for improvement to refine products or service experiences before launch. Enabling identified areas for improvement to be translated into clear customer and commercial benefits.
- Implementation of agile ways of working within teams, enabling greater efficiency across the business and technology.
- Delivering of accurate insight on core CX outcomes and building stronger awareness and engagement around critical customer metrics, enabling the business to better identify new opportunities, amplify existing plans and identify potential risks. Promotes and builds a stronger customer experience culture with stakeholders.
- To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
- Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
- 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 lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
- Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
- Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
- Take ownership for managing risk and strengthening controls in relation to the work done.
- Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
- Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
- Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
- Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
- Influence or convince stakeholders to achieve outcomes.
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