Journey Optimization Lead, VP

1203 Barclays Global Serv. Cent; Pune District; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

1203 Barclays Global Serv. Cent is seeking a Journey Optimization Lead – VP to enhance customer experience and operational efficiency. The role requires proven expertise in journey design and process optimisation within financial services.

Candidates should have strong analytical skills, ability to manage risks, and experience with regulatory frameworks. You will collaborate with stakeholders and manage transformation efforts in our Pune office, adhering to Barclays values and driving measurable improvements.

Qualifications

• Proven experience in journey design and process optimisation.
• Deep understanding of regulatory frameworks like KYC, AML.
• Certified in Lean Six Sigma Green Belt or higher.

Responsibilities

• Drive improvements in customer experience and operational efficiency.
• Manage and mitigate risks associated with processes.
• Advise stakeholders on functional and cross-functional impacts.

Skills

Journey design

Process optimisation

Operational transformation

Analytical skills

Stakeholder management

Tools

Figma

Visio

Salesforce

PowerBI

Job description

Purpose of the role

To collaborate with stakeholders and use data and management information to identify process optimisation opportunities for capacity creation in relevant business areas.

Accountabilities

Development and implementation of strategies to improve the efficiency and effectiveness of banking operations using data‑led insights.

Participation in projects and initiatives to improve performance and optimisation efficiency and effectiveness.

Development of reports and presentations on performance and optimisation, and communication of findings to internal senior stakeholders.

Identification of industry trends and developments, and collaboration with stakeholders across the bank to provide recommendations for change and improvement within performance and optimisation processes.

Development and implementation of analytics and reporting for performance and optimisation to mitigate risks and maintain efficient operations.

Identification of capacity creation in operations using data and Management Information.

Vice President Expectations

To contribute or set strategy, drive requirements, and make recommendations for change.

Plan resources, budgets, and policies; manage and maintain policies and processes; deliver continuous improvements and elevate breaches of policies and procedures.

If managing a team, define jobs and responsibilities, plan for the department’s future needs and operations, counsel employees on performance, and contribute to employee pay decisions and changes.

Lead specialists to influence the operations of a department, aligning strategic and tactical priorities, balancing short‑ and long‑term goals, and ensuring budgets and schedules meet corporate requirements.

People Leaders are expected to demonstrate clear leadership behaviours to create an environment where colleagues thrive and deliver consistently excellent outcomes.

Core Leadership Behaviours

• L – Listen and be authentic
• E – Energise and inspire
• A – Align across the enterprise
• D – Develop others

For an individual contributor, the role is a subject‑matter expert within their discipline, guiding technical direction, leading multi‑year assignments, and coaching less experienced specialists.

Advise key stakeholders, including functional leadership and senior management, on functional and cross‑functional areas of impact and alignment.

Manage and mitigate risks through assessment, supporting the control and governance agenda.

Demonstrate accountability for strengthening controls and understanding organisational functions to achieve business goals.

Collaborate with other work areas to keep up‑to‑speed with business activity and strategies.

Create solutions based on sophisticated analytical thought, selecting complex alternatives and adopting research outcomes.

Build trusting relationships and partnerships with internal and external stakeholders to achieve key business objectives, leveraging influencing and negotiating skills.

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

Journey Optimization Lead – VP Role

This role drives measurable improvements in customer experience, operational efficiency, and control effectiveness, aligned to Barclays’ transformation strategy and digital‑first agenda.

Qualifications and Experience

• Proven experience in journey design, process optimisation, or operational transformation within financial services.
• Deep understanding of Target Operating Model design, customer‑centric transformation, and regulatory frameworks (e.g., KYC, AML, Consumer Duty).
• Hands‑on expertise with process design tools: Figma, Visio, Blueworks Live.
• Working knowledge of automation and AI technologies (e.g., RPA – UiPath, Celonis, Blue Prism, Automation Anywhere, Salesforce, Agentforce, CoPilot Studio, Amazon Bedrock GenAI).
• Strong analytical skills with the ability to interpret data and translate it into actionable insights.
• Excellent communication and stakeholder management skills across global and cross‑functional teams.
• Certified in Lean Six Sigma (Green Belt or higher); Agile delivery experience is essential.
• Experience working in Journey Labs or agile transformation environments.
• Familiarity with Salesforce, Celonis, and PowerBI for workflow and performance optimisation.
• Ability to influence senior stakeholders and drive change in matrixed organisations.
• Experience mentoring or leading transformation teams.

Additional Skills

• Experience in risk and controls, change and transformation, business acumen, strategic thinking, digital and technology.
• Job‑specific technical skills relevant to the role.

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

This role is based in our Pune office.

Our Work Experience is the combination of everything unique about us: culture, values, core values, recognition programmes, sustainability, and the people who make the organisation a top workplace.