Transformation Lead

Barclays; Greater London; Hybrid; GBP 61,000 - 100,000; Full time

Benefits offered by this job

Pension plan

Holiday pay

Employee Assistance Programme

Discounts at shops/restaurants

Job summary

Barclays is seeking a Transformation Lead to define operational and customer strategy for a high-priority, greenfield divestment project. The role requires building scalable processes, aligning cross-functional teams, and delivering AI-first customer service models with strong commercial focus.

Hybrid working is described, with a 6-month contract. You will link operational changes to P&L and lead end-to-end change management in a matrix environment, collaborating with Product Owners and

Qualifications

• Uses data, root causes, and customer insights to define ambiguous problems before building solutions.
• Hands-on process mapping and waste elimination experience.
• Balances customer, employee, cost, risk, and value in decision making.
• Proven ability to manage complex project portfolios in large matrix orgs.
• Strong background in digital customer journeys and CRM systems.
• Drives authentic buy-in across teams rather than checklists.
• Exposure to payments and payment gateways is preferred.

Responsibilities

• Greenfield Operations: design and build scalable processes and enterprise architectures from scratch.
• Build vs. Optimize: evaluate current vs. new capability builds based on cost, risk, speed, and value.
• Digital Transformation: create AI-first customer service models and optimize journeys.
• Agile Execution: translate designs into epics/sprints with Product Owners.
• Commercial Modeling: link operational changes to P&L and track benefits.
• Change Management: lead end-to-end change in a matrix environment.

Skills

Problem-First Mindset

Lean Six Sigma

Commercial Trade-Offs

Agile Portfolio Management

Digital & CX Expertise

Stakeholder Alignment

Payments Knowledge

Job description

Job Title: Transformation Lead

Location: Northampton/London

Contract Type: 6 months

Role Overview

In April 2025, Barclays announced a long-term partnership with Brookfield Asset Management to grow and transform our payments acceptance business. Barclays and Brookfield are working to create a standalone entity, activated by Brookfield’s expertise in corporate carve-outs. While we continue to use the Barclaycard Payments (BPL) brand as a services provider, please note that this role is for the new standalone entity.

For more information on our partnership with Brookfield, please visitBarclays.com.

The Transformation Lead will be responsible for defining operational and customer strategy for a high-priority, greenfield divestment project. Determines whether to build from scratch or optimize existing capabilities, directly connecting process decisions to commercial P&L, cost, risk, and speed.

Key Responsibilities

• Greenfield Operations: Design and build scalable process and enterprise architectures from scratch.

• Build vs. Optimize Decisions: Evaluate current vs. new capability builds based on cost, risk, speed, and value.

• Digital Transformation: Design digital/AI-first customer service models (replacing phone/email) and optimize colleague journeys.

• Agile Execution: Translate operational designs into epics/sprints and partner with Product Owners to drive execution.

• Commercial Modeling: Link operational changes directly to P&L, track benefits, and adjust plans as business priorities shift.

• Change Management: Lead end-to-end change—from root-cause analysis through training and full adoption in a matrix model.

Key Skills & Qualifications

• Problem-First Mindset: Uses data, root causes, and customer insights to define ambiguous problems before building solutions.

• Lean Six Sigma: Hands-on expertise in process mapping, waste elimination, and customer-centric metrics.

• Commercial Trade-Offs: Balances competing priorities across customer experience, employee experience, cost, risk, and value.

• Agile Portfolio Management: Proven experience driving complex project portfolios across large matrix organizations.

• Digital & CX Expertise: Deep background in digital customer journeys, CRMs, or Salesforce (experience with digital leaders like Amazon/John Lewis is a plus).

• Stakeholder Alignment: Drives authentic buy-in across teams rather than following a checklist approach.

• Payments Knowledge (Optional): Exposure to payments and payment gateways is preferred.

About Barclays

Barclays is a British universal bank. It is diversified by business, by different types of customers and clients, and by geography. Barclays businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by its service company which provides technology, operations and functional services across the Group.

Values

Everything Barclays does is shaped by its five values of Respect, Integrity, Service, Excellence and Stewardship. The Barclays values inform the foundations of its relationships with customers and clients, but they also shape how Barclays measures and rewards the performance of colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

Diversity

Barclays aims to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to Barclays vision and goals.

Hybrid Working

Barclays is currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. Barclays is flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. Barclays also has a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances

Your Benefits

As a contract employee of Randstad Sourceright, you’ll receive a wide range of financial and personal benefits. There’s enrolment in a pension plan (after 12 weeks on assignment) and holiday pay. You’ll also get 24/7 access to an Employee Assistance Programme, designed to help you deal with any problems that could be affecting your home or work life. Plus, there’s discounts at heaps of high street shops, restaurants and entertainment - from Asda to Zizzi Italian restaurants.