Contact Experience Governance Manager

Shape the Future of Banking: Contact Experience Governance Manager at Barclays

Are you a strategic thinker with a passion for customer-centricity and data-driven decision-making? Barclays is seeking a dynamic Contact Experience Governance Manager to play a pivotal role in shaping the future of banking. This is an exceptional opportunity for a professional eager to drive revenue growth by harmonizing customer engagement with both customer and business needs. If you're ready to influence strategy and implement best-in-class customer communication, this role is for you.

What Makes This Opportunity Exciting?

• Strategic Impact: You'll be instrumental in developing and governing a cohesive customer contact strategy, directly influencing how Barclays interacts with its customers.
• Data-Driven Innovation: Leverage customer data and analytics to inform communication strategies, optimize performance, and drive meaningful revenue growth.
• Cross-Channel Expertise: Gain hands-on experience orchestrating communications across a diverse range of channels, ensuring a seamless and consistent customer journey.
• Career Advancement: This role offers significant potential for professional growth, particularly for those aspiring to leadership positions within a leading financial institution. You'll have the opportunity to advise, influence, and potentially lead teams.
• Collaborative Environment: Work closely with various business divisions and functions, fostering a collaborative atmosphere to achieve shared objectives.
• Location Flexibility: The role is based in either London, Northampton, or Glasgow, offering options to suit your preferred working location.

Key Considerations for Aspiring Candidates:

To thrive in this role, candidates should possess a strong foundation in the following areas:

• Customer Communication Expertise: Proven experience in delivering, coordinating, or planning customer data-driven communications. This includes understanding how to use customer insights and performance analytics to shape messaging.
• Cross-Channel Planning Proficiency: Familiarity with planning and executing communications across multiple channels such as email, app, web, and SMS, ensuring message consistency and effectiveness at every customer touchpoint.
• Data-Led Decision Making: A demonstrated ability to use data for decision-making, experiment design, and testing frameworks, with a track record of improving lifecycle performance.
• Customer Value Focus: Evidence of experience operating at the intersection of customer needs and commercial priorities, ensuring all activities align with governance standards and balance both customer and business objectives.

Highly Valued Skills:

While not strictly essential, candidates who also bring experience in the following areas will be particularly well-positioned:

• Contact Orchestration: Experience in managing the flow and timing of customer communications across various touchpoints.
• MarTech Proficiency: Hands-on experience and confidence working with Customer Relationship Management (CRM) platforms, marketing automation tools, decisioning engines, Customer Data Platforms (CDPs), and/or Artificial Intelligence (AI) to support personalized, data-driven communications.

Assistant Vice President Expectations:

This role carries significant responsibilities and expectations, aligning with an Assistant Vice President level. This includes:

• Providing advice and influencing strategic decision-making.
• Contributing to policy development and taking ownership of operational effectiveness.
• Leading collaborative assignments and guiding team members.
• Identifying new directions for projects and projects by integrating cross-functional methodologies.
• Consulting on complex issues, providing guidance to leadership, and identifying risk mitigation strategies.
• Taking ownership of risk management and strengthening controls within your work.
• Engaging in complex data analysis from multiple sources to solve problems creatively.
• Communicating complex and potentially sensitive information effectively to various stakeholders.
• Influencing stakeholders to achieve desired outcomes.

If you are a driven individual with a passion for customer experience and a strategic mindset, this Contact Experience Governance Manager role at Barclays offers a compelling path to advance your career within a respected global financial institution. Embrace the opportunity to innovate and make a tangible impact on the banking landscape.