Customer Strategy Consultant Job at Barclays (Northampton)

Job Description

Join us as a Customer Strategy Consultant as a part of the Barclays UK Customer Care Strategy team, where you will help shape the future of all human customer channels, including branch, phone, and chat. You will contribute to defining long term priorities and outcomes for Customer Care, supporting the creation of a 3 to 5 years strategy that strengthens commercial distribution and delivers a segmented approach to customer needs. Working closely with teams across the business, you will gather insights on customer trends and translate them into strategic initiatives that enhance performance and drive meaningful improvements in how we serve our customers.

Job Responsibility

Understanding and interpretation of the bank's overall strategic objectives and translate them into concrete action plans for specific business units and functions
Development of detailed implementation roadmaps, outlining key initiatives, timelines, resource allocation, and performance metrics
Development and implementation of robust commercial models for new initiatives and ventures, ensuring financial viability and profitability
Identification and analysis of potential risks and opportunities, providing insights and recommendations for strategic decision-making
Development and implementation of effective change management strategies to facilitate the adoption of new initiatives and processes
To contribute or set strategy, drive requirements and make recommendations for change
Plan resources, budgets, and policies
manage and maintain policies/ processes
deliver continuous improvements and escalate breaches of policies/procedures
If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes
They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements
If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard
OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction
They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments
They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions
Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment
Manage and mitigate risks through assessment, in support of the control and governance agenda
Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does
Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business
Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies
Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives
In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions
Adopt and include the outcomes of extensive research in problem solving processes
Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes

Requirements

Strategic problem solving with commercial acumen: Diagnose complex problems and connect customer insights with commercial outcomes, building actionable strategies that balance customer experience, cost efficiency, and commercial performance
Data driven storytelling and insight synthesis: Translate data, market intelligence, and customer feedback into compelling narratives that influence decision making and drive strategic alignment
Structured thinking and execution planning: Break ambiguous problems into clear workstreams, develop actionable roadmaps, and enable cross functional delivery across matrixed organisations
You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills

Nice to have

Agile ways of working: Apply Agile principles to drive iterative delivery, enable rapid learning, and support cross functional collaboration that accelerates strategic outcomes
Programme management expertise: Leverage a programme management background to structure complex initiatives, manage interdependencies, and ensure disciplined planning and governance across large scale programmes
Execution strategy knowledge: Translate strategic intent into clear execution pathways, aligning teams, resources, and milestones to deliver measurable impact and sustained operational performance

What we offer

Hybrid working
Working flexibly
Focus on wellbeing
Big opportunities
The workplace of the future

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