Customer Life Cycle Director, Business Banking

Barclays UK; London; On-site; GBP 80,000 - 120,000; Full time

Job summary

A leading company in the financial services sector seeks a Customer Lifecycle and Engagement Lab Owner to lead strategies enhancing customer engagement and satisfaction. This pivotal role demands cross-functional collaboration, a strong grasp of data analysis, and innovative thinking alongside proven leadership capabilities to drive customer-centric initiatives.

Qualifications

• Leadership experience in financial services with knowledge of digital, data, and marketing trends.
• Proven change management experience.
• Experience in agile methodologies.

Responsibilities

• Develop and execute strategies for customer lifecycle management.
• Lead cross-functional teams to enhance customer engagement.
• Establish and monitor KPIs for strategy effectiveness.

Skills

Leadership

Communication

Strategic Thinking

Negotiation

Customer-Centric Transformation

Tools

Salesforce Marketing Cloud

Adtech Platforms

Data Platforms

Analytics Tools

Job description

Overall purpose of role

The Customer Lifecycle and Engagement Lab Owner is responsible for designing, implementing, and optimizing customer lifecycle management strategies to enhance customer engagement and satisfaction. This role involves leading cross-functional teams to analyze customer data, identify key touchpoints, and develop innovative solutions to improve the overall customer experience. Key focus areas include Data Platforms, Martech, Adtech, Tagging, Tracking, Media Buying Skills, Salesforce Marketing Cloud, Customer Personalization and Engagement platforms, and scripting skills related to Media Management and Websites.

Key Accountabilities [Key Criteria]

• Customer Lifecycle Management: Develop and execute strategies to manage the customer lifecycle from acquisition to retention and loyalty.

• Customer Engagement: Create and implement initiatives that foster strong customer relationships and drive long-term loyalty.

• Data Analysis: Use customer data to identify trends, pain points, and opportunities for improvement in the customer journey.

• Cross-Functional Collaboration: Work with marketing, sales, product development, and customer service teams to ensure a cohesive approach.

• Innovation: Lead the development of new tools, technologies, and processes to enhance the customer experience.

• Performance Metrics: Establish and monitor KPIs to measure the effectiveness of strategies.

• Customer Feedback: Gather and analyze feedback for continuous improvement.

• Martech and Adtech: Implement and manage solutions to optimize campaigns and interactions.

• Data Platforms: Manage data platforms for seamless data flow and insights.

• Tagging and Tracking: Develop strategies to monitor customer interactions across touchpoints.

• Technical Proficiency: Use adtech platforms and programmatic tools for media buying.

• Salesforce Marketing Cloud: Use to personalize interactions, automate marketing, and manage campaigns.

• SEO: Develop strategies to improve website visibility and rankings.

• Content Marketing: Manage content strategies to drive engagement.

• Social Media Marketing: Execute campaigns to increase brand awareness.

• Email Marketing: Manage campaigns to nurture leads and retain customers.

• Analytics and Data Analysis: Measure campaign performance and derive insights.

• Customer Personalization Platforms: Use platforms like Sprinklr, HubSpot to deliver personalized experiences.

• Driving Innovation: Identify opportunities for continuous improvement in Business Banking.

• Governance and Control: Ensure strong practices are embedded in all activities.

Essential Skills/Basic Qualifications:

• Leadership experience in financial services, with knowledge of digital, data, and marketing trends.

• Proven leadership, including change management.

• Excellent communication skills to inspire diverse audiences.

• Strategic thinking and outcome delivery experience.

• Interpersonal and negotiation skills to influence stakeholders.

• Experience in agile methodologies and customer-centric transformation.

• Ability to leverage wider Barclays capabilities through negotiations.

Accountabilities

• Develop customer-specific strategies and solutions.
• Be a Subject Matter Expert in relevant products/propositions.
• Guide and advise stakeholders on product and journey development.
• Define and lead the delivery of product propositions and service strategies.
• Understand financial drivers and develop business models.
• Evaluate technical feasibility, legal compliance, and risks.
• Monitor market trends and collect feedback for product refinement.
• Manage launch plans, marketing, training, and communication strategies.
• Track key metrics to assess product performance.

Director Expectations

• Manage a business function, contributing to strategic initiatives.
• Lead large teams or projects, embedding a performance culture.
• Provide expert advice to senior management and influence decisions.
• Oversee resourcing, budgeting, and policy creation.
• Ensure compliance and regulatory adherence.
• Monitor external environment and influence industry practices.
• Maintain industry knowledge and external market insights.
• Use advanced analytical skills for complex problem-solving.
• Make significant strategic decisions and influence stakeholders.
• Act as a key contact and spokesperson for the function.

All senior leaders should demonstrate leadership behaviors aligned with Barclays' values and principles, fostering an environment of respect, integrity, service, excellence, and stewardship, supported by the Barclays Mindset of Empower, Challenge, and Drive.