Journey Design Lead

Barclays UK; London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading financial services company is seeking a Journey Design Lead in London to shape customer experiences across multiple brands. The ideal candidate will leverage systems design thinking and data insights to drive business outcomes and enhance customer engagement. Responsibilities include designing service prototypes and ensuring user-friendly interfaces in digital banking platforms. This strategic role demands collaboration across teams and a deep understanding of customer needs.

Qualifications

• Experience in leading long-term projects with focus on in-year value delivery.
• Ability to create high-quality artifacts like experience maps and service blueprints.
• Understanding of back-office design and process simplification.

Responsibilities

• Design the end-to-end journey of services to enable user goals.
• Create design assets to drive business outcomes.
• Ensure accessibility standards are met for inclusive experience.

Skills

Systems Design Thinking

Data insight analytics

Agile methodologies

Business analytics

Collaboration with engineers

Tools

Microsoft Whiteboard

Job description

As a Journey Design Lead, you will be responsible for shaping best-in-class customer experiences across our Top Journeys, working in close partnership with CX Strategy, Journey Ownership, and Business Portfolio senior executives. You’ll lead at the intersection of customer experience transformation, future business strategy, and channel innovation. This strategic role requires a systems thinker who thrives in complexity, working across multiple brands, including Barclays UK Retail and Barclaycard, to deepen customer engagement, loyalty, and advocacy.

To be successful as a Journey Design Lead, you should have experience with:

• Application of Systems Design Thinking, understanding the dynamics required for big-picture change in support of the Journey strategy.
• Leveraging strategic insight and large data sets to understand customer and commercial opportunities, linking these with emerging market and customer behavior trends.
• Leading long-term projects with multiple horizons, maintaining focus and relevance to in-year value delivery and execution.
• Creating Journey experience standards to support the CX journey strategy, empowering multidisciplinary teams to manage delivery backlogs to drive the Customer Experience vision.
• Ensuring the delivery of high-quality artifacts such as experience maps, service blueprints, business canvas models, empathy maps, innovation design methods, and experience prototyping to inspire decision-makers.
• Back-office design and process simplification in adherence to regulatory standards.
• Navigation of large, complex organizations, working across technology platforms, back-office processes, and multi-function teams.
• Translating business challenges into human-centered design opportunities for meaningful change, balancing stakeholder priorities, legacy systems, new channel technologies, and commercial goals.

Additional valued skills include:

• Experience with Microsoft Whiteboard.
• Collaboration with technical engineers and platform specialists.
• Business analytics and program management.
• Data and insight analytics.
• Experience working in agile environments and understanding scaled agile frameworks.

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

This role can be based in London (1CP), Knutsford, Manchester (4PP), or Northampton.

Purpose of the role

To design the end-to-end journey of a service to enable users to complete their goals. This involves creating or modifying transactions, products, and content across digital and offline channels provided by Barclays.

Accountabilities

• Creating design assets like service blueprints, customer journey maps, and service prototypes to drive business outcomes.
• Designing intuitive, user-friendly interfaces for digital banking platforms and applications.
• Maintaining visually appealing and consistent user interfaces aligned with brand identity and guidelines.
• Developing wireframes and interactive prototypes for visualization and testing.
• Ensuring accessibility standards are met to provide an inclusive experience.
• Staying updated on industry trends, design best practices, and emerging technologies to continuously improve design quality and innovation.
• Analyzing data to gain insights into customer needs and pain points, aiding business understanding of customer experience.

Vice President Expectations

• Contributing to strategy, requirements, and recommendations for change; managing resources, budgets, and policies; delivering improvements; and escalating breaches.
• Leading or guiding teams, defining roles, planning for future needs, coaching, and influencing operations to align with strategic priorities.
• Demonstrating leadership behaviors: Listening and authenticity, Energizing and inspiring, Aligning across the enterprise, Developing others.
• For individual contributors: acting as a subject matter expert, leading projects, guiding team members, and influencing long-term decisions.
• Advising stakeholders on functional and cross-functional impacts.
• Managing risks, strengthening controls, and ensuring organizational understanding to meet business goals.
• Building relationships with stakeholders, influencing outcomes, and developing innovative solutions based on thorough analysis.
• Upholding Barclays Values and Mindset, demonstrating respect, integrity, service, excellence, and stewardship, and empowering, challenging, and driving the team.