Head of Customer Journey Experience Strategic Transformation

This review offers a professional insight into the Head of Customer Journey Experience Strategic Transformation role, designed to assist potential candidates in understanding this compelling career opportunity.

The Opportunity: Shaping Exceptional Customer Experiences

This is a pivotal role for an ambitious leader focused on redefining and elevating customer experiences. As the Head of Customer Journey Experience Strategic Transformation, you will be instrumental in developing and championing the overarching customer experience strategy for key customer journeys within the organization. This involves leading dynamic, cross-functional teams to identify and implement customer-centric improvements, acting as a catalyst for reimagining critical end-to-end journeys. The ultimate goal is to deliver truly exceptional and differentiated customer experiences that resonate deeply with users.

Key Advantages for Your Career Path:

• Strategic Impact: You will directly influence and shape the strategic direction of customer experience, a critical component of modern business success. This role offers the chance to move beyond tactical execution and engage in high-level strategic planning.
• Holistic Business Acumen: The role demands a blend of commercial strategy, business design, customer insight, data analytics, and design thinking. This broad scope will significantly enhance your understanding of business operations and strategic decision-making.
• Transformational Leadership: You'll be at the forefront of driving customer-centric change, leading and coaching teams to deliver innovative solutions. This is an ideal opportunity to hone your people leadership and change management skills in a high-impact environment.
• Cross-Functional Influence: Success hinges on your ability to collaborate and influence stakeholders across a complex, matrixed organization. This experience will strengthen your negotiation, communication, and stakeholder management capabilities.
• Innovation and Design Thinking: You'll leverage design thinking methodologies and customer-centered design principles to reimagine journeys, fostering a culture of continuous improvement and innovation.
• Data-Driven Insights: The role emphasizes the use of customer data, analytics, and market insights to inform strategy, providing a strong foundation for data-led decision-making.
• Tangible Outcomes: The accountabilities clearly outline the creation of impactful design assets like service blueprints and journey maps, as well as the design of user interfaces, offering a clear line of sight between your work and business outcomes.
• Location Flexibility: The role offers flexibility with potential bases in London, Northampton, or Manchester, catering to a wider range of candidates.

Key Considerations for Aspiring Candidates:

• Strategic Vision & Problem Solving: A strong strategic mindset is essential, with the ability to translate complex challenges into innovative, actionable solutions. Candidates should be comfortable with systems design and its role in broader journey transformation.
• Deep Customer Empathy: A profound understanding of customer needs and pain points is paramount. This requires not only analytical skills but also a genuine sense of empathy to truly design human-centered experiences.
• Commercial Acumen: While customer-centricity is key, a solid understanding of how excellent customer experience translates into strong commercial outcomes for the business is critical for success and influence.
• Experience with CX Tools: Familiarity with industry-standard CX tools such as Figma, Adobe Analytics, and Qualtrics is expected. Proficiency in collaboration tools like Jira and Confluence is also highly valued.
• Navigating Complex Environments: The ability to effectively influence and manage diverse stakeholders within a cross-functional, matrixed organization is crucial. This requires strong interpersonal skills and a strategic approach to relationship building.
• Leadership and Development: Whether leading a team or acting as a subject matter expert, the expectation is to guide, coach, and develop others. The Barclays LEAD behaviours (Listen, Energize, Align, Develop) provide a framework for this.
• Commitment to Values: Alignment with the Barclays Values (Respect, Integrity, Service, Excellence, Stewardship) and Mindset (Empower, Challenge, Drive) is fundamental to success and cultural integration.

This role represents an exceptional opportunity for a seasoned professional looking to make a significant impact in the field of customer experience strategy. It offers a platform for strategic growth, leadership development, and the chance to shape the future of customer interactions within a leading financial institution.