Journey Owner

6 months ago

London, United Kingdom Barclays Full time

Journey Owner, Business Banking, Barclays UK (Director)
London or UK hub

About Business Banking
Business Banking is a leader in its space, working with companies with an annual turnover up to £6.5m and in key segments such as GamesTech, Healthcare, Agriculture, Retail, Hospitality, and Real Estate. We help our customers to achieve their business ambitions and offer expert industry insight across various industry sectors. We have an award-winning proposition in Eagle Labs, which is designed to support entrepreneurs and innovation in the UK economy, as well as significant expertise in supporting SMEs to scale. Business Banking is a strategically critical business unit for Barclays UK, generating over £1bn of income. It is also crucial to the UK economy, supporting a significant number of start-up businesses per year, providing around 20% of all SME lending in the UK and with a market leading client base of 1 million small business and community accounts.

What will you be doing
- The Journey Owner is responsible for designing, delivering, and optimising the performance of Business Banking’s KYC (Know Your Customer) journeys. This is a key role towards ensuring Business Banking’s transition from ‘product-centric to customer-centric’, ensuring delivery of critical customer and bank outcomes and adhering to compliance obligations.
- Deep customer research, using data and insight, to understand customer, business and compliance needs in order to design & engineer journeys that maximize customer experience and bank outcomes.
- Develop compelling value propositions that span across segments meeting customer needs. Work across Business Units to deliver these to market, ensuring they are delivered with pace, agility, excellence, and benefits case achieved.
- Develop the journey roadmap, ensuring this achieves customer, business and compliance goals and significant differentiation through customer experience.
- Drive innovation and continuous improvement opportunities.
- Ensure business and operational processes are designed and implemented efficiently so that they complement the growth and development aspirations of the business.
- Own collaboration with partner ecosystems, manage dependencies and roadmaps, API/Integration hooks, enhancements to assist integration.
- Work with Business Banking Chief Information Office, Head of Digital Platforms, and other relevant members of the Business Banking Leadership Team to ensure all key enabler component architecture, design and deliverables are of best quality.
- Develop clear Objectives and Key Results (OKRs) and key performance indicators that link to Business Banking’s medium-term plan (MTP) and strategic plan.
- Support agile competencies to ensure the team is always maximizing value.

What we’re looking for
- Extensive KYC (Know Your Customer) experience.
- Experience of customer journey development and management.
- Significant experience at the leadership level in financial services with detailed knowledge of the industry (including history, trends and future development), digital, data and/or marketing.
- Excellent communicator with the ability to explain to and inspire a range of audiences on a wide range of topics.
- A strong understanding of strategy, roadmap creation, and delivery of outcomes.
- The role holder will be expected to lead negotiations on key business initiatives that impact Business Banking, or the Barclays business as a whole.
- Strong experience in agile ways of working and customer-centric transformation.

Where will you be working
In the heart of Canary Wharf, our headquarters at Churchill Place boasts onsite amenities such as; a gym, staff restaurant and deli bar, and is easily accessible by tube and bus links. With a population of around 5000 staff the atmosphere is second to none with a real buzz being created around the offices within or at one of our UK hubs.

LI-DNI

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