CX Squad Manager

Barclays Bank Plc; Sunderland; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading international bank in the UK is seeking a CX Squad Manager to enhance customer experiences and drive strategic improvements across various initiatives. The ideal candidate will leverage data analytics and collaborate with diverse stakeholders, ensuring initiatives yield measurable commercial outcomes. Experience in process optimization, agile ways of working, and familiarity with AI tools are desired for success in this role.

Qualifications

• Experience in supporting strategic change and delivering initiatives end-to-end.
• Effective collaboration across diverse stakeholder groups.
• Utilizing data analytics to uncover customer pain points.

Responsibilities

• Manage customer journeys and improve product outcomes.
• Lead cross-functional initiatives to drive measurable results.
• Consult on complex issues and mitigate risk.

Skills

Data analytics

Collaboration

Agile methodologies

Process optimization

Customer experience enhancement

Education

Six Sigma Black Belt certification

Prince2 certificate

Tools

AI tools

Job description

Overview

To manage and develop existing and new products and/or services; and where applicable, ownership of related customer and colleague journeys, develops the product strategy, drive change through Barclays execution teams, make key decisions in the product lifecycle and own associated outcomes for customers, colleagues and the bank, achieved through appropriate service level agreements, regulatory compliance, risk management and controls.

Key Responsibilities

• Development of customer level strategies & solutions that are tailored to customers' needs.
• Subject Matter Expert in the applicable Product/Proposition team and be able to confidently guide and advise stakeholders at all levels in the Bank on the application of existing and new products/propositions and related customer and colleague journeys.
• Development of product propositions, and/or service strategy, define the priorities for delivering the outcomes needed to deliver the strategy and lead execution of the priorities.
• Development of different commercial and business models through a strong understanding of the financial drivers of the P&L for the relevant segment/ proposition/ journey.
• Evaluation of the technical feasibility, legal compliance, and potential risks associated with the development and launch of the new product.
• Monitoring of market trends and analysis feedback from internal employees and target customers through prototypes, user testing sessions, and beta programs to identify areas for improvement to refine the product / process before launch.
• Management of comprehensive launch plans and technical deployments for products that establish rollout timelines, marketing strategies, training initiatives and communication channels to promote the launch of new products effectively.
• Monitoring of key metrics such as adoption rates, usage patterns, customer satisfaction (including complaints), and revenue generation to assess the product's performance against set goals.

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.
• For an individual contributor, lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. 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 develop 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.
• 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. 93Complex 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.

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. Join us as a CX Squad Manager at Barclays, where you'll play a key role in delivering strategic and operational improvements across customer journeys, products, and channels.

You'll focus on BUK-wide thematic areas-such as communications, repeat contact, digital friction, and journey pain points-through targeted, insight-led initiatives that drive measurable customer and commercial outcomes. Working closely with colleagues across teams, you'll support the design and implementation of a range of change interventions-from colleague-driven improvements and policy updates to process optimisation and journey transformation. The role involves using technology and AI to accelerate insight generation and enable smarter, more efficient improvements-ensuring initiatives are commercially grounded through business cases that link customer experience improvements to cost reduction, retention uplift, and revenue growth.

To be successful as a CX Squad Manager, you should have experience with:

• Supporting strategic change and delivering initiatives end-to-end
• Collaborating effectively across diverse stakeholder groups
• Using data analytics and technology to uncover customer pain points and improve journeys/processes
• Contributing to CX improvements that deliver tangible customer and commercial outcomes
• Experience in process optimisation and improvement

Some other highly valued skills may include:

• Experience and knowledge of Agile ways of working
• Hands-on experience with AI tools and techniques
• Six Sigma Black Belt certification
• Prince2 certificate
• Experience in large-scale organisations and matrix environments

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking, and digital and technology, as well as job-specific technical skills.