Customer Centricity Manager

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

Job summary

Join a leading financial institution as a Customer Centricity Manager, responsible for fostering a customer-centric culture and managing product strategies. You will ensure that customer needs and outcomes drive business decisions while collaborating with various teams across the organization. This role is perfect for candidates with strong analytical skills and a proven track record in stakeholder management.

Qualifications

• Experience in designing and delivering cultural change programs or customer initiatives.
• Ability to influence stakeholders and analyze complex data.

Responsibilities

• Develop customer-specific strategies and solutions.
• Manage existing and new products/services.
• Track key metrics to evaluate product performance.

Skills

Analytical skills

Problem-solving

Communication

Stakeholder management

Job description

Join us as a Customer Centricity Manager at Barclays, where you'll be responsible for developing and embedding a customer-centric culture across the organization, ensuring customer needs, expectations, and outcomes are prioritized and acted upon across BUK.

To be successful, you should have experience with:

• Great analytical and problem-solving skills
• Designing and delivering cultural change programs or customer closeness initiatives
• Excellent communication and stakeholder management skills

This role can be based in Northampton or London.

Purpose of the role

Manage and develop existing and new products/services, owning related customer and colleague journeys, developing product strategy, driving change through Barclays teams, making key decisions in the product lifecycle, and owning outcomes related to customer satisfaction, compliance, risk management, and controls.

Accountabilities

• Develop customer-specific strategies and solutions
• Serve as Subject Matter Expert in the applicable Product/Proposition team, guiding stakeholders on product and journey applications
• Develop product propositions and service strategies, defining priorities and leading execution
• Understand financial drivers to develop business models
• Assess technical feasibility, legal compliance, and risks for new products
• Monitor market trends and feedback to improve products before launch
• Manage launch plans, marketing, training, and communication strategies
• Track key metrics to evaluate product performance

Assistant Vice President Expectations

• Advise on decision-making, contribute to policies, and collaborate across functions
• Lead a team or guide collaborative projects, setting objectives and coaching
• Demonstrate leadership behaviors to foster a thriving environment
• Manage risk, develop policies, and strengthen controls
• Coordinate with other areas to achieve organizational objectives
• Analyze complex data to solve problems creatively
• Communicate complex or sensitive information effectively
• Influence stakeholders to achieve outcomes

All colleagues are expected to embody Barclays' values of Respect, Integrity, Service, Excellence, and Stewardship, and to demonstrate the Barclays Mindset of Empower, Challenge, and Drive.