Contact Experience Governance Manager

Barclays UK; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading financial services provider in the UK seeks a Contact Experience Governance Manager to shape the future of banking. This role involves developing data-driven communication strategies to enhance customer engagement and retention. The ideal candidate will have extensive experience in customer data management, cross-channel planning, and proven skills in CRM and marketing automation tools. Join a company that values respect, integrity, and excellence.

Qualifications

• Experience in coordinating customer data-driven communications.
• Familiarity with planning communications across channels.
• Proven ability to improve customer engagement through data.

Responsibilities

• Define customer objectives and analyze data.
• Develop strategies for customer segmentation.
• Implement marketing automation processes.

Skills

Data-driven communication planning

Cross-channel communication

Lifecycle performance improvement

Customer engagement

Contact orchestration

CRM platforms expertise

Analytical thinking

Tools

Marketing automation tools

Customer data platforms

Job description

Overview

Join us as a Contact Experience Governance Manager at Barclays where you will help shape the future of banking. Your responsibilities will include implementing and governing a cohesive customer contact strategy, including executing channel principles, planning and air traffic control and optimising performance, to drive revenue growth through aligning customer engagement to both customer and business needs.

Purpose of the role

To define customer objectives, analyse customer data, develop a testing plan, customer triggers and next best action communications to drive revenue growth through customer engagement, growth, and retention

Location

This role can be based in London, Northampton or Glasgow.

Accountabilities

• Development of a comprehensive CRM strategy aligned with overall business objectives.
• Implementation of marketing automation processes to streamline and personalise customer communications.
• Customer needs assessment through research and data analytics to derive insights into customer behaviour and develop segmentation to tailor marketing activity to different target audiences, as needed.
• Development of plans and strategies for each customer segment, including setting of goals, communications, set up of triggers and measurement approach, and regular review of progress.
• Selection, implementation and optimisation of CRM technology to meet business needs, where relevant.
• Collation of client feedback and insights to understand their evolving needs and preferences, leveraging data and analytics for the identification of trends and opportunities for improvement, if required.
• Maintenance of client records, including account information, interactions, and documentation, where appropriate.

Assistant Vice President Expectations

• 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.

Experience and skills

• Experience delivering, coordinating and/or planning customer data-driven communication – in environments where messaging is shaped by data, customer insight, and performance analytics.
• Understanding of planning cross-channel communications – familiarity with planning and executing communications across multiple channels (e.g. email, app, web, SMS) and customer touchpoints, ensuring consistency and effectiveness of messaging.
• Experience using data to drive decision-making, experimentation and testing frameworks, with a track record of improving lifecycle performance.
• Proven ability to drive customer value-led engagement, balancing commercial priorities with customer needs and governance standards.
• Contact orchestration experience (highly valued).
• MarTech experience – hands-on with CRM platforms and marketing automation tools including decisioning engines, customer data platforms and/or AI to support personalised and data-driven communications.
• Willingness to be assessed on risk, controls, change and transformation, business acumen, strategic thinking and digital/technical skills.

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.