Head of Customer Migrations

Join now to apply for the Head of Customer Migrations - BPL role at Barclays. The Head of Customer Migrations will be the primary liaison between operations, sales and product teams, and is critical to reducing migration risk. Responsibilities Own the customer migrations for our customers, outlining specific products, features and custom builds needed for each cohort. Lead the migration plan by cohort, analyzing the end‑to‑end customer experience to minimize customer pain and maximize opportunity for future growth. Identify and reduce risk to customers when migrating onto a new platform by detailing specific needs by customer cohort. Manage the actual migration and ensure alignment with key stakeholders. Map end‑to‑end customer experience and processes 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 substantial track record 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 annually for small businesses and corporate clients. In April 2025, we announced a long‑term partnership with Brookfield Asset Management to grow and transform the payments acceptance business. The partnership will bring £400m investment, enable continuous innovation, and ultimately create a standalone entity that will serve Barclays’ clients for a minimum of ten years. Purpose of the Role Define customer objectives, analyze customer data, develop a testing plan, customer triggers and next‑best‑action communications to drive revenue growth through customer engagement, growth and retention. Accountabilities Develop a comprehensive CRM strategy aligned with overall business objectives Implement marketing automation processes to streamline and personalize customer communications Assess customer needs through research and data analytics, derive insights into customer behaviour, and develop segmentation. Plan and develop strategies for each customer segment, setting goals, communications, triggers, measurement and regular review of progress Select, implement and optimize CRM technology to meet business needs Collect client feedback and insights to understand evolving needs and preferences, leveraging data and analytics for trend identification and improvement opportunities Maintain client records, including account information, interactions and documentation where appropriate Director Expectations Manage a business function, contribute to and influence strategic initiatives, and coordinate multiple complex projects. Lead a large team or sub‑function, embed a performance culture aligned to the values of the business, and coach less experienced specialists. Provide expert advice to senior functional management and committees, influence decisions made outside your own function. Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub‑function. Escalate breaches of policies and procedures appropriately. Foster compliance, ensure relevant regulations are observed, and promote adherence. Monitor and influence external environment, regulators, or advocacy groups on behalf of Barclays. Demonstrate knowledge of how the function integrates with the business division / Group to achieve overall objectives. Maintain comprehensive knowledge of industry theories and practices, stay updated on sector / functional knowledge. Use interpretative thinking and advanced analytical skills to solve problems and design complex solutions. Exercise management authority to make significant decisions and certain strategic decisions or recommendations within your area. Negotiate and influence stakeholders at senior level both internally and externally. Act as principal contact point for key clients and counterparts in other functions or business divisions. Serve as a spokesperson for the function and business division. Leadership Behaviours All senior leaders are expected to demonstrate the four LEAD behaviours: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others. All colleagues will demonstrate Barclays Values: Respect, Integrity, Service, Excellence, Stewardship, and the Barclays Mindset: Empower, Challenge, Drive. Seniority level Director Employment type Full‑time Job function Other Industries Banking and Financial Services #J-18808-Ljbffr