Interactive Voice Response (IVR) Optimisation Manager

Barclays; Knutsford; On-site; GBP 50,000 - 85,000; Full time

Job summary

Barclays is seeking an Interactive Voice Response (IVR) Optimisation Manager to develop and manage product strategies. This role involves overseeing customer journeys, aligning with execution teams, and ensuring compliance while leading a dynamic team through complex tasks. Candidates should have a strong background in contact center technology and data analysis.

Qualifications

• Experience in contact center telephony or technology.
• Prior experience in business or process improvement.
• Strong data analysis skills.

Responsibilities

• Manage and develop product strategies and customer journeys.
• Lead execution and ensure compliance with service levels.
• Monitor metrics for product performance evaluation.

Skills

Data analysis

Business improvement

Contact center technology

Tools

Amazon AWS Connect

Job description

Embark on a transformative journey as an Interactive Voice Response (IVR) Optimisation Manager. At Barclays, our vision is clear – to redefine the future of banking and help craft innovative solutions. Be a part of the team managing and developing existing and new products and/or services, take ownership of related customer and colleague journeys, develop the product strategy, and drive change through Barclays execution teams.

To be successful as an IVR Optimisation Manager, you should have:

• Knowledge and experience working in contact center telephony or technology.
• Prior experience in business or process improvement skills.
• Data analysis skills.

Other Highly Valued Skills Include

• Knowledge of Amazon AWS Connect or other telephony switches.
• Documentation standards and record keeping experience.

You may be assessed on key skills such as risk and controls, change and transformation, business acumen, strategic thinking, digital and technology, as well as job-specific technical skills.

This role has the option to work from either the Knutsford, Northampton, Manchester or Glasgow office.

Purpose of the role

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

Accountabilities

• Development of customer-level strategies & solutions tailored to customer needs.
• Serve as Subject Matter Expert in the applicable Product/Proposition team, guiding stakeholders on product application and customer journeys.
• Develop product propositions and service strategies, define priorities, and lead execution.
• Understand financial drivers of the P&L to develop different commercial and business models.
• Evaluate technical feasibility, legal compliance, and risks related to new product launches.
• Monitor market trends and feedback to refine products before launch.
• Manage launch plans and technical deployments, including marketing, training, and communication strategies.
• Monitor key metrics such as adoption rates, customer satisfaction, and revenue to assess performance.

Assistant Vice President Expectations

• Advise and influence decision-making, contribute to policy development, and collaborate across functions.
• Lead a team in complex tasks, set objectives, and coach employees.
• Demonstrate leadership behaviors to foster a thriving environment.
• Guide collaborative assignments and identify new directions for projects.
• Consult on complex issues and support risk mitigation and policy development.
• Manage risks and controls related to work activities.
• Perform cross-area work, contributing to organizational objectives.
• Engage in complex data analysis and communicate effectively.
• Influence stakeholders to achieve desired outcomes.

All colleagues are expected to demonstrate Barclays Values: Respect, Integrity, Service, Excellence, and Stewardship, as well as the Barclays Mindset: Empower, Challenge, and Drive.