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RBB Customer Experience - (B6) Customer Experience Project Manager - (DW) Job Details

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Employer:  Barclays Bank
Job Ref No:  00055706
Job Title:  RBB Customer Experience - (B6) Customer Experience Project Manager - (DW)
Sector:  Asset Management
Sub Sector:  Unspecified
Risk Type:  Market
Expertise:  Technology
Context
Retail and Business Banking Chief Operating Office (RBB COO) is focused on bringing the RBB LiMME strategy to life.
The Customer Experience team is accountable for driving a step change improvement in the complete set of experiences that a person has with Barclays - before, during and after each and every interaction.
Main Accountabilities
Overall Job Purpose
  • Lead projects to identify customer needs, expectations & current perforrmance at different touch points, plus design of aspirational experiences to meet these needs
  • Lead and support virtual Customer Experience teams from across the business to execute the strategic agenda
  • Represent and champion customer experience at relevant forums across the business
  • Champion and lead process improvement, analysis and business process management functions - either as standalone projects or as part of wider programmes of change
Key Accountabilities & approximate time split (%)

Customer Experience Strategic Projects and Process Improvement (40%)
  • Deliver projects which lead to the creation of an industry leading customer experience which is notably different to the customer.
  • Deliver projects which enable the business to deliver on its customer experience and brand promise
  • Design, develop and deliver through integrated teams ongoing customer experience improvements as well as innovations which provide Barclays with sources of significant differentiation and competitive advantage
  • Provide best practice guidelines and standards for the customer experience across all touchpoints
  • Champion and lead process improvement, analysis and business process management functions - either as standalone projects or as part of wider programmes of change
Customer Experience Planning (20%)
  • Develop a comprehensive understanding of the market, including customer needs , buying behaviours and competitor strategies, and identification of opportunities to leverage this information through great customer experiences
  • Contribute to the development of truly breakthrough customer experiences which are aligned to the future needs of our customers and the business
  • Work closely and manage relationships with the customer experience agencies to develop their knowledge and understanding of customers and Barclays and leverage their skills for Barclays
  • Anticipate the potential risks which the strategic customer experience initiatives may pose to the organization and adopt ideas to minimize such exposure to risks
Relationship Building & Team Working (20%)
  • Develop relationships with colleagues and stakeholders across Barclays to ensure development and delivery of consistently great customer experiences that drive customer intimacy and leverage best practice
  • Inspire and lead cross-functional teams to execute against the agreed Customer Experience agenda.
  • Contribute to the development of a strong high performance culture within the Customer Experience function, which positions Barclays as the Employer of Choice
  • Actively define, own and implement ongoing uplift in the capability of the Customer experience team across change management and process improvement. Including and not limited to people capability, tools and methofdlogoies and customer engagement models
  • Understand, own and role model Barclays behaviours, help to create an environment that supports these and enables team members to achieve their maximum potential
  • Pursue own development to increase personal effectiveness, acknowledging strengths and areas for development.
Line Management and Staff Development (20%)
· Coach and mentor Customer Experience colleagues on the skills and capabilities required by high performing change professionals
· Manage and provide objective feedback, conduct performance reviews and oversee career development of line reports (where applicable)
Person Specification
  • Project Management - proven track record in managing change, driving operational excellence improvements and ability to influence the culture of the business
  • Customer centric business design - detailed understanding of customer centric design and change execution
  • Speed of execution - the ability to act decisively, use sound judgement and move the business with pace towards goals.
  • External business awareness - ability to focus competitively primed by experience of world class organisational capability across a variety of industries
  • Competitive positioning - breadth of competitive awareness and understanding which drives significantly differentiated customer offerings
  • Managing Relationships - Outstanding interpersonal and relationship skills combined with the gravitas and influence to operate at the most senior levels of the organisation. Experience of influencing senior management at BB ExCo level, both individually and collectively in decision forums. Ability to manage external specialist customer experience agencies
  • Influence and Persuade - use a range of influencing techniques to move the business towards a customer orientation, securing budget and commitment to change, and driving performance.
  • Brand Focus - appreciating and managing the brand as a strategic asset
Technical Skills
The role holder will have :
· first class interpersonal and presentation skills,
· excellent project and stakeholder management skills,
· the ability to quickly review existing as well as new processes/operating models and identify areas of strength, opportunity and improvement, as well as concerns or potential control/risk issues.
· A strong focus and attention to detail and a great eye for design
They will be comfortable dealing with executive management on a daily basis, inspiring others of their point of view with appropriate facts and data. They will be adept at building rapport with colleagues at all levels across Barclays.
Competencies
The role holder needs to be adept at:
  • Planning, developing and delivering complex programmes and strategies to meet defined objectives
  • Coaching leaders and colleagues on their Customer Experience initiatives & delivery
  • Influencing and managing relationships
  • Managing multiple stakeholders and contributors
  • Managing, leading and developing team members to achieve high performance
  • Powerful personal impact and presentation.
  • Thinking creatively and solving problems with tight deadlines. Remaining cool, calm and collected and never losing a sense of perspective or humour.
Knowledge and Expertise (relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank's products, services and policies)
Knowledge
The role holder needs to know/know about or be qualified in:
• Excellent planning, budgeting and strategy formulation experience; including experience of multi-channel strategy
• Managing and developing innovative channels with a strong knowledge and interest in digital channels and the use of social media
• Planning and managing detailed qualitative and quantitative measurement, helping to evaluate initiatives and demonstrate return on investment
• Incorporating & encouraging brand values & behaviours
• Excellent understanding of RBB businesses and customer profiles.
• Selecting and managing external suppliers
• Understanding & managing relevant risk, governance, compliance & control issues
• Strong commercial focus; external awareness of market/industry/regulatory issues
• Understanding relevant market and industry service propositions and benchmarks. Wide network of industry contacts.
Experience, qualifications and other requirements specific to the role
Essential
Degree calibre.
Senior leader who has worked in complex financial operating environments.
The candidate will ideally have had previous experience in large scale organizations undergoing significant transformation/change, and managing large change teams/functions
Strong business knowledge and the customer facing environment.
Conversant in Banking, Operations, Technology and Control best practices.
Is able to provide a valuable contribution to the development of the Customer experience agenda and strategy
Key Issues over the next 12-24 months
· Significant transformation programme underway - inspiring teams through change, and maintaining personal and team resilience.
· Finding a way to cut through the 'noise' and deliver at pace, meaningful customer experience solutions and improvements.
· A broad and complex set of stakeholders
Additional details of exceptional aspects of the demands of the role
Act like a start up in a fortune 100 company.
Region/Country:  Europe, UK
City:  London
Address: 
Post Date:  04/14/2012

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