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Customer Journey Strategy Manager

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Barclays

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Location:
United Kingdom , Northampton ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

As a Customer Journey Strategy Manager you will be responsible for leading the future strategy and development of exceptional customer experiences across our most critical end-to-end customer journeys, both individually and as part of a cohesive and interconnected experience ecosystem.

Job Responsibility:

  • Lead the future strategy and development of exceptional customer experiences across critical end-to-end customer journeys
  • Work closely with senior leaders, journey owners, design leads and product teams
  • Leverage data and insights to drive customer-centric solutions
  • Deliver the reimagining of customer journeys ensuring seamless, intuitive, and digitally enabled experiences
  • Drive collaboration across cross-functional teams
  • Stay ahead of emerging customer experience trends and technologies
  • Foster a culture of experimentation, testing, and continuous improvement
  • Creation of design assets including service blueprinting, customer journey mapping and service prototyping
  • Creation of intuitive and user-friendly interfaces for digital banking platforms
  • Design and maintenance of visually appealing and consistent user interfaces
  • Creation of wireframes and interactive prototypes
  • Compliance to accessibility standards
  • Monitoring of industry trends, design best practices, and emerging technologies
  • Gathering and analysis of data from a wide range of sources to create in-depth insights

Requirements:

  • Strategic mindset with the ability to translate complex problems into innovative solutions
  • Comfortable working with systems design
  • Considerable influencing and stakeholder management skills with experience of delivery in cross-functional, matrixed environments
  • Expertise in customer journey mapping and understanding of design thinking methodologies
  • Expertise in developing journey design blueprints and CX journey prototyping
  • Developed commercial acumen
  • Experience in customer data, customer/competitor & market insights and horizon scanning
  • Experience using CX Tools e.g. Figma, Adobe Analytics, Qualtrics
  • Experience briefing in customer research
  • Developed facilitation and storytelling skills
  • Understanding of agile working practices
  • Considerable analytical and creative problem-solving skills with high levels of customer empathy
What we offer:
  • Hybrid working
  • Structured approach to hybrid working with fixed 'anchor' days
  • Focus on wellbeing
  • Big opportunities
  • The workplace of the future
  • Supportive and inclusive culture and environment
  • Commitment to flexible working arrangements
  • International scale offering incredible variety, depth and breadth of experience
  • Chance to learn from a globally diverse mix of colleagues
  • Encouragement to embrace mobility

Additional Information:

Job Posted:
January 12, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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