Customer Experience Leader

3 days ago

Wrexham, Wrexham, United Kingdom Barclays Bank UK PLC Full time
Job Description

Purpose of the Role

To lead and develop a highly engaged team, pioneering an exceptional customer experience to achieve consistently excellent customer outcomes. Build and maintain your team's capability to deliver outstanding customer experiences through identifying, understanding, and meeting customer needs both internally and externally, using available tools and enablers to drive business performance.

Key Accountabilities

  • Customer Service Excellence: Create exceptional customer satisfaction and positively influence Net Promoter Scores (NPS), act as an ambassador for Barclays externally and internally, creating connections and growth for customers.
  • Performance Management: Identify and maintain active performance management standards across the team, communicating to and inspiring colleagues to be commercially minded, achieve goals and expectations, measure them frequently and honestly to ensure personal growth and support early identification and intervention where required.
  • Business Operations: Day-to-day running of the business, using internal and external insights to develop an effective business plan, making evaluative judgments to support customers with their financial needs and drive long-term sustainable revenue growth in your area.
  • Market Research: Conduct market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
  • Resolution Culture: Cultivate a resolution culture where leaders and colleagues are customer advocates and are empowered to deal with customer requests fairly at first point of contact.
  • Empowering Environment: Create an empowering environment, bringing together and supporting a community of colleagues who care about Customers, Colleagues, and Outcomes.
  • Operational Performance: Ensure operational and risk frameworks are adhered to for all direct reports, including observations.
  • Culture Development: Create a culture which enables focus on building deeper relationships with customers and contribute to the overall success of Barclays.

Assistant Vice President Expectations

  • Complex Issue Resolution: Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
  • Risk Mitigation: Identify ways to mitigate risk and develop new policies/procedures in support of the control and governance agenda.
  • Risk Ownership: Take ownership for managing risk and strengthening controls in relation to the work done.
  • Collaboration: Collaborate with other areas of work, for business-aligned support areas to keep up to speed with business activity and the business strategy.
  • Complex Analysis: Engage in complex analysis of data from multiple sources of information, internal and external sources, to solve problems creatively and effectively.
  • Communication: Communicate complex information, including sensitive information or information that is difficult to communicate because of its content or its audience.
  • Influencing Stakeholders: Influence or convince stakeholders 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.

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