Head of Customer Journey Transformation & Experience

Barclays UK; Northampton; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

A leading financial institution is seeking a Head of Customer Journey Experience Strategic Transformation to spearhead the development of an ambitious customer experience strategy. The role involves leading cross-functional teams, applying strategic and commercial insights, and delivering customer-centric services. Ideal candidates will have experience in customer journey mapping, business design, and data analysis, and will possess strong leadership skills. The position offers flexibility in location within the UK, including London, Northampton, and Manchester.

Qualifications

• Comfortable with systems design for journey transformation.
• Experience in driving customer-centred change.
• Ability to influence in cross-functional environments.

Responsibilities

• Design the end-to-end customer journey for services.
• Create design assets like service blueprints and journey maps.
• Ensure compliance with accessibility standards.

Skills

Strategic mindset

Business design expertise

People leadership

Stakeholder management

Commercial acumen

Customer journey mapping

Data analysis

CX Tools (Figma, Adobe Analytics, Qualtrics)

Creative problem-solving

Proficient in Jira and Confluence

Tools

Figma

Adobe Analytics

Qualtrics

Jira

Confluence

Job description

A leading financial institution is seeking a Head of Customer Journey Experience Strategic Transformation to spearhead the development of an ambitious customer experience strategy. The role involves leading cross-functional teams, applying strategic and commercial insights, and delivering customer-centric services. Ideal candidates will have experience in customer journey mapping, business design, and data analysis, and will possess strong leadership skills. The position offers flexibility in location within the UK, including London, Northampton, and Manchester.