Customer Journey Operations Job at Barclays (London)

Vp, Customer Service Operations & Monitoring

We’re seeking an enterprise-level operational executive to lead two of the most ...

Location

United States

Salary:

270000.00 - 290000.00 USD / Year

SimpliSafe

Expiration Date

Until further notice

Requirements

10+ years leading senior leaders in large-scale, multi-layered service operations (contact centers, monitoring centers, emergency response, consumer experience organizations, or similar environments)
Demonstrated success driving excellence across distributed teams serving millions of customers or transactions, with a strong focus on end-to-end consumer experience
Deep experience influencing the functions that enable operational success (WFM, QA, L&D, routing, analytics) through their respective leaders, ensuring a consistent and high-quality consumer journey
Strong track record of partnering with Technology and AI teams on automation, virtual agents, and large-scale operational workflows that elevate both efficiency and consumer experience
Advanced analytical, financial, and operational judgment with the ability to synthesize KPIs into actionable strategy that improves performance and consumer outcomes
Steady, decisive leadership style suited to high-stakes, fast-moving, safety-critical environments, with a commitment to delivering an exceptional consumer experience at scale

Job Responsibility

Lead and develop the senior leadership teams overseeing the CX Contact Center (~500 internal FTEs + ~400 BPO) and the Monitoring Center (~200 internal FTEs + 800K subscribers supported via wholesale monitoring partner)
Set long-term strategic direction for large-scale service operations, translating enterprise goals into operational roadmaps
Build a unified culture of accountability, trust, coaching, and continuous improvement across distributed, high-volume environments
Strengthen leadership capability through executive development, succession planning, and rigorous talent evaluation
Guide senior leaders of support, loyalty, and sales operations to deliver exceptional service levels, customer satisfaction, and business outcomes
Direct the senior leadership of the Monitoring Center to ensure accuracy, dispatch quality, emergency readiness, and compliance across 24/7 operations
Ensure both organizations operate with consistency, clarity, and operational discipline while managing high transaction volume and rapid change
Lead the senior leaders accountable for Workforce Management, Quality, Learning & Development, and Channel Strategy to ensure their teams are enabling operational success
Influence how WFM forecasting, capacity planning, and staffing strategies support organizational targets
Ensure QA insights, L&D programs, and operational analytics are effectively leveraged by CC and Monitoring leadership teams

What we offer

A mission- and values-driven culture and a safe, inclusive environment where you can build, grow and thrive
A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families
Free SimpliSafe system and professional monitoring for your home
Employee Resource Groups (ERGs) that bring people together, give opportunities to network, mentor and develop, and advocate for change
Participation in our annual bonus program, equity, and other forms of compensation, in addition to a full range of medical, retirement, and lifestyle benefits

Fulltime

Customer Success Operations Leader

We are looking for a CX Operations Leader to drive process excellence, analytics...

Location

United Kingdom , London

Salary:

Not provided

AFI Solutions GmbH

Expiration Date

Until further notice

Requirements

Proven track record at director level or equivalent leading CX operations in a software or SaaS company
Minimum of 5+ years of progressive experience in customer experience, service delivery, or operations
Strong background in process optimisation and cross-functional collaboration at scale
Hands-on expertise in analytics and business reporting, with experience tracking financial and CX performance metrics such as revenue, margin, backlog, and CSAT
Experience managing enterprise-grade platforms such as Salesforce and customer success tools (Certinia, ChurnZero)
Demonstrated ability to partner with senior leaders to execute strategic CX initiatives
International experience in software or SaaS environments preferred

Job Responsibility

Partner with CX leadership to harmonise and streamline processes across the customer journey including opportunity management, project delivery, and resource management
Identify bottlenecks and implement improvements to ensure scalability and consistency across regions and functions
Collaborate with IT, Sales, and CX teams to connect processes and ensure operational effectiveness at scale
Drive consistency across departments to support growth and enhance the customer experience
Serve as the business partner to the CX leadership team for all core analytics including revenue, backlog, margin, CSAT, and SLA performance
Provide insights that enable data-driven decisions and accountability
Support the execution of our OneCX strategy by ensuring transparency and alignment across global operations
Own the maintenance, optimisation, and innovation of SER Group’s core CX platforms including Salesforce (SFDC), Certinia, and ChurnZero
Partner with business and IT stakeholders to ensure systems are fit for purpose, scalable, and continuously improved

What we offer

Offene, familiäre Unternehmensstruktur mit Flexibilität
Modernes Office mit Top-Ausstattung

Fulltime

Customer Success Operations Manager

We are looking for a hands-on, results-driven Customer Success Operations Manage...

Location

United Kingdom; Netherlands , London; Amsterdam

Salary:

Not provided

Corsearch

Expiration Date

Until further notice

Requirements

Hands-on experience administering Planhat (strongly preferred) or another CS platform e.g. Gainsight
Proven experience configuring backend integrations, data feeds, automations, and cross-system workflows
Experience supporting deployment of NPS/CSAT programs, including survey creation, workflow build & automation, feedback ingestion, data analysis and reporting
Strong analytical skills with a demonstrated ability to build action-oriented dashboards for the right stakeholders group, not just data visualisations
Demonstrated success in improving data accuracy and working across cross-functional teams
Strong project management skills: able to break down complex projects into manageable components and deliver successfully whilst keeping key stakeholders apprised of progress
Ability to work independently with minimal supervision while maintaining high standards and meeting deadlines
Excellent organisational skills, time management, attention to detail and a proactive problem-solving approach
Strong communication skills to articulate updates, risks, and progress to stakeholders
Ability to manage own workload, prioritise multiple initiatives and manage deadlines effectively

Job Responsibility

Serve as the primary system administrator for Planhat ensuring stability, accuracy, and usability across the CS organisation
Configure and maintain backend settings, including integrations, data feeds, custom fields, user roles, playbooks, workflows, and automations
Build and optimise dashboards that are actionable, insightful, and aligned to CS priorities (not data dumps but actionable insights)
Partner with cross-functional teams and other system admins to manage & improve systems integrations (e.g. SFDC, Qualtrics, Linear and Freshdesk) in a way that supports wider Corsearch needs
Support new feature rollouts, system enhancements, and troubleshoot issues for the CS organisation
Lead data-quality initiatives to ensure customer, account, and contact data incl key attribution is complete, reliable, and aligned across Planhat, Salesforce and other internal systems
Collaborate with cross-functional teams to resolve data gaps, streamline data flows and uphold consistent data standards
Monitor data health and establish processes to proactively maintain data integrity at scale
Support Sr. Director of CS Ops in operationalising the customer journey and delivering scalable, data-driven initiatives across key touchpoints
Build automations, workflows and rules of engagement that reduce manual work and improve consistency, eliminating dependency on spreadsheets

Fulltime

Customer Engagement Director EMEA

Within Belden’s Commercial Operations Team, the Customer Engagement Director is ...

Location

Netherlands , Venlo

Salary:

Not provided

Belden, Inc

Expiration Date

Until further notice

Requirements

Completed bachelor’s or master’s degree in Business Administration, Engineering, or a related field
A strong customer-centric mindset with a passion for delivering outstanding customer experiences
Proven experience in a senior leadership role focused on customer engagement, customer care, or commercial operations
Demonstrated ability to lead, develop, and inspire high-performing teams
Strong understanding of customer journey mapping, customer experience best practices, and operational efficiency principles
Experience with digital transformation initiatives and leveraging technology to enhance customer interactions and streamline processes
Excellent analytical skills with the ability to establish and interpret KPIs to drive continuous improvement
Exceptional communication, negotiation, and interpersonal skills, with the ability to collaborate effectively with diverse internal and external stakeholders
Proficiency in English (written and verbal)

Job Responsibility

Champion a customer-centric culture across the organization and develop capabilities for exceptional customer interaction
Lead, mentor, and develop high-performing teams responsible for key customer engagement activities, including quoting, order entry, order management, and post-sales support
Ensure seamless and consistent customer experience throughout the entire lifecycle, from pre-sales information (quotes, pricing, availability) to post-sales order management (order status, order entry, delivery, repair/warranty)
Optimize customer-facing processes (quotes, orders, inquiries) and drive continuous improvement initiatives to enhance efficiency and quality
Leverage digital tools and innovative solutions to improve customer engagement and operational performance
Define, monitor, and report KPIs for customer experience, engagement quality, and process effectiveness
Collaborate cross-functionally to integrate processes and strengthen customer relationships, supporting growth and retention goals
Drive customer relationship development strategies to support Belden's growth targets and enhance customer retention and loyalty

What we offer

hybrid and remote work practices where feasible
flexible working hours
an employee stock purchase plan
parental leave benefits
paid leave for volunteer work in your community
multiple and frequent training opportunities
professional talent management and succession planning
corporate health and well-being initiatives
a work culture which includes commitment to diversity, equity, inclusion and sustainability

Fulltime

Customer Experience Manager

We are seeking a dedicated and results-driven Customer Experience (CX) Manager t...

Location

United States , Garden Grove

Salary:

80000.00 - 120000.00 USD / Year

Harbinger Motors

Expiration Date

Until further notice

Requirements

5+ years of experience in a Customer Experience (CX), Customer Success, or Operations role, with a proven track record of designing and implementing successful CX programs
Expert proficiency in CX measurement tools (e.g., Qualtrics, Medallia, Zendesk) and the ability to conduct deep quantitative and qualitative analysis of customer data
Experience within the Automotive, Commercial Vehicle/Fleet, B2B Technology, or high-value capital goods industries is highly preferred
Exceptional written and verbal communication skills, with proven experience influencing cross-functional teams and presenting to executive levels
Demonstrated ability to manage complex, multi-stakeholder projects from concept through execution

Job Responsibility

Design and execute core CX processes across the commercial EV truck lifecycle—from inquiry and purchase through delivery, service, and ongoing support
Map the customer journey across Sales, Delivery, Service, and Support to identify pain points and opportunities for improvement
Coordinate dealer readiness, delivery scheduling, checklists, and cross-functional handoffs to ensure every commercial EV delivery is executed accurately and on time
Own and manage the Voice of the Customer (VOC) program, utilizing tools like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys
Analyze customer feedback, operational data, and market research to derive actionable insights and quantifiable CX metrics
Partner closely with Service Operations, Product, Sales, and other teams to implement process changes that directly address customer needs and reduce friction
Lead projects focused on improving turnaround times, field interactions, and overall service consistency
Represent the customer in internal discussions, ensuring operational decisions consider downstream customer impact
Support the development of standards and guidelines for customer-facing communication
Work with Training/People teams to embed CX principles into onboarding and ongoing education, helping reinforce a customer-first mindset across departments

What we offer

Comprehensive Health, Dental & Vision (HDV) – 100% employee covered
Early-stage Stock Options
Robust Retirement Savings (401k, HSA, FSA)
Generous Paid Time Off (PTO) & Parental Leave
Annual Vacation Bonus
Wellness & Fertility Benefits
Cell Phone Stipend
Complimentary Meals & Stocked Kitchens

Fulltime

Customer Support Team Lead

The Support Lead is a new role within Lightyear and will oversee the Support & P...

Location

Estonia , Tallinn

Salary:

Not provided

Conclusive Financial

Expiration Date

Until further notice

Requirements

5+ years’ experience in customer support or operations, ideally in a regulated financial firm or fintech
Proven experience leading and developing support or operations teams
Strong grasp of KPIs, performance tracking, and continuous improvement
Solid understanding of customer operations and related areas like KYC, KYB, FinCrime, Product, and Compliance
Hands-on experience streamlining workflows, reducing contact volumes, and improving efficiency
Skilled in using data and dashboards to identify issues and drive better outcomes
Experience with quality reviews, coaching, and feedback loops
Comfortable working cross-functionally to align processes and priorities
Strong operational judgment with attention to accuracy, speed, and customer impact
Curious, proactive mindset focused on scalable, customer-centered solutions

Job Responsibility

Lead, coach, and inspire the Support team to deliver exceptional customer experiences
Build a collaborative, accountable, high-performance culture
Create clarity in expectations, KPIs, and success metrics for the team and individual contributors
Perform regular 1:1s, team ceremonies and performance reviews when needed, providing structured feedback and clear paths for growth
Support career development and internal progression through mentoring, skill-building, and recognition
Oversee daily support and payment operations for accuracy, empathy, and compliance
Manage core metrics: response time, first touch resolution rate, and customer satisfaction
Implement new operational efficiency and quality frameworks with trackable performance KPIs that build accountability and trust
Drive efficiency and contact reduction through root-cause analysis and process improvement
Partner with Product, Engineering, and Compliance to create scalable, seamless customer journeys and drive tangible improvements to customer outcomes

What we offer

A competitive startup package with stock options that vest monthly after a one-year cliff
Brand new office in Tallinn (Kalamaja)
Flexible working hours
A flexible approach to working remotely (2 remote days per week)
Private health insurance
All the usual office facilities, including free tea, coffee & snacks
Dog-friendly office
Bike parking and showers

Customer Experience Specialist

To optimise the meeting place experience for the many people to drive visitation...

Location

China , Wuxi

Salary:

Not provided

IKEA

Expiration Date

Until further notice

Requirements

IKEA concept, culture and values – Knowledge of IKEAs corporate identity, core values and vision of creating a better everyday life for the many people, to ensure right representation
IKEA brand – Knowledge of what the IKEA brand means and how it should be incorporated in everything IKEA does
Branding: Knowledge of creating a unique image for the local brand in the consumers' mind and establish a significant and differentiated presence in the market that attracts and retains customers
Globalization – Able to adapt global Meeting Place concept to meet local culture and community needs and willpower to adjust the global concept to stay and continue to be relevant
Customer experience practices – knowledge of the customer experience practices and innovations used by the industries worldwide (including retail, meeting places, F&B, leisure, hotel business, other places where customer experience is an integral part of the business
Customer Behavior – Knowledge of existing and potential customer's needs, behaviours and aspirations to be able to help Ingka evaluate future endeavours and further translate insights into most relevant ideas & solutions, to support for business purpose and decision-making
Customer journey - Knowledge of the customer's whole interaction with Ingka, from first encounter to purchase – using digital and physical tools and platforms

Job Responsibility

Co-create the Customer Experience Program for the Meeting Place by providing solutions which enhance the Customer Journey for each customer group. Secure efficient communication with customers
Execute on assigned tasks which contribute to strategic priorities within the Customer Experience supporting Customer Experience Manager as priorities evolve to deliver day-to-day Customer Experience activities, leveraging their specific customer experience expertise and knowledge of standards on local and different markets
Propose and execute localization of the Meeting Place in all MP's touch points (off-line and on-line), commercial offer, partners design concepts and formats, design story, services, amenities and temporary special experiences to ensure relevance and consistency from customer perspective
Create and manage customised events and marketing activities together with our Partners, Communities and IKEA and follow them up
Actively work on customer experience improvement by increasing IKEA presence in the Meeting Place and developing common commercial calendar together with IKEA
Cooperate with Accelerator Hub and external partners in order to identify and implement innovation projects or initiatives in the Meeting Place. Support local innovation projects which uplift Meeting Place unique customer experiences, co-creation and operations optimization
Regularly monitor customers' interaction with the MP. Collect and use Customer Voice in order to engage, explain and talk to our customers day to day. Use active listening and other communication techniques to uncover customer insights. Use all communication channels, including social networks as part of daily work. Involve customers into the quick prototyping of the new ideas and concepts
Follow-up, accumulate and share practices and lessons learnt with other Meeting Places. Ensure the appropriate documentation of customer experience related materials

Fulltime

Director, Global Customer Care

Circle K seeks an experienced and visionary Director of Global Customer Care to ...

Location

United States of America , Tempe

Salary:

Not provided

Circle K

Expiration Date

Until further notice

Requirements

Bachelor’s degree required
MBA or relevant advanced degree preferred
10+ years of progressive leadership experience preferred, in global customer experience, service operations, product management
transformation, digital strategy, or related fields—ideally in high-growth, customer-centric organizations, including a minimum of seven years of management responsibility
Proven ability to design and lead enterprise-scale transformation agendas, integrating automation, AI, and advanced technologies (e.g., Salesforce, Genesys) to modernize the customer journey and elevate service delivery
Proven success leading large-scale, global customer care operations, including management of BPOs, contact center teams, and multi-channel service delivery models
Demonstrated success in growing, developing, and retaining high-performing teams while fostering a culture of trust, inclusion, and engagement
Exceptional storyteller with strong executive presence and communication skills
Track record of delivering measurable improvements in NPS, CSAT, FCR, AHT, and cost-to-serve while simultaneously elevating customer satisfaction and agent performance
Deep curiosity and understanding of customer behavior, digital trends, and service design principles

Job Responsibility

Architect and execute a bold, multi-year roadmap that redefines customer service as a strategic asset
Integrate Customer Care into the enterprise value chain, supporting loyalty, retention, brand differentiation, and digital engagement
Influence and align executive stakeholders across Operations, Technology, Marketing, Digital, and Product to embed customer strategies into core business initiatives
Serve as the Voice of the Customer (VOC) at the leadership table, integrating customer insights into company-wide decisions
Drive North America operational excellence, optimizing KPIs like NPS, CSAT, AHT, SLA, and cost-to-serve across BPO and internal teams
Cultivate a winning partnership with BPO vendors, holding them accountable to commercial terms, service-level agreements, and performance commitments while driving operational efficiency, productivity gains, and continuous improvement
Lead and inspire a high-performance global team, fostering a culture of accountability, agility, and innovation across onshore and offshore teams
Lead strategic portfolio and investment planning, prioritizing initiatives and demonstrating ROI and customer value
Establish global governance and standardization, creating playbooks and frameworks to harmonize execution across markets and functions
Deploy and maximize next-gen customer care technologies, including Salesforce Service Cloud, Genesys, AI chat, and automation to boost self-service, deflection, and personalization

What we offer

Competitive Group Benefits Program: Complete benefits packages (medical, dental, vision etc)
401 K: Plan for your future and retire with peace of mind with our 401 K plan, helping you build a secure financial future
Stock Purchase Plan: Invest in your future and share in our success with our employee stock purchase plan, allowing you to become a shareholder of Circle K
Paid Time Off: Recharge and rejuvenate with paid time off
Employee Discounts: Enjoy our People Perks which allows for great discounts on food and fuel, making it even easier to fuel up and stock up on your favorite goodies
Recognition and Rewards: We celebrate our team's achievements and milestones with a range of recognition programs, rewards, and incentives to show our appreciation for your hard work and dedication
Mentorship Program: Take your career to new heights with our mentorship program, where seasoned professionals provide guidance, support, and valuable insights to help you reach your full potential
Winning Culture: Fortune 500 company and a 3-time Gallup Exceptional Workplace Award Winner

Fulltime

Customer Journey Operations

Barclays

Location:
United Kingdom , London ▼
Northampton
Greater Manchester

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
December 23, 2025

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