Head of Customer Journey and Product Delivery Job at Barclays (Wilmington)

Job Description

The Head of Customer Journey Product Delivery is accountable for end-to-end delivery of change and customer outcomes across a defined portfolio of USCB Customer Journeys, operating within the USCB Customer Journey and Enterprise Agile operating model. The role ensures that journey-aligned Product/CX/Digital teams are focused on the right priorities, operating with clear accountability, and delivering meaningful outcomes for customers, colleagues, partners, and the business—faster and at scale.

Job Responsibility

Own delivery across assigned USCB Customer Journeys, with accountability for end-to-end journey performance, experience, and change outcomes
Ensure each journey delivers against agreed business priorities, customer needs, risk and control requirements, and operational performance targets, maintaining clear ownership across channels, products, and platforms
Lead senior product and delivery leaders aligned to journey teams, including Product Owners and partner teams across Technology, CX, Operations, Risk, and Controls
Translate USCB priorities into clear, outcome-based journey roadmaps and delivery plans, ensuring focus on material customer and business outcomes
Embed and continuously mature USCB Ways of Working across journey-aligned, persistent teams
Own the Product practice and being accountable for building / maturing the Product Owner capability and resource set across USCB
Sponsor effective quarterly planning (PI Planning), prioritisation, and dependency management, enabling empowered teams with clear decision rights and escalation paths
Lead journey-level prioritisation and sequencing of work in partnership with business, technology, and finance leaders
Provide transparent visibility to senior stakeholders on delivery progress, risks, trade-offs, and realised benefits
Partner closely with ExCo-1 leaders and Journey Owners, representing journey delivery performance and priorities in executive governance and decision forums
Strengthen cross-functional alignment across Product, Technology, Operations, Marketing, Risk, and Compliance
Build, develop, and retain high-performing product and delivery leadership talent across journey teams
Role-model accountability, collaboration, and continuous improvement while strengthening product and agile capability in line with the USCB model

Requirements

Significant senior leadership experience in product, change, or delivery roles within a complex, matrixed organisation, with proven accountability for end-to-end customer or journey outcomes
Strong understanding of journey-led and agile delivery models at enterprise scale, with the ability to balance speed, risk, controls, and operational resilience

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Head of Customer Journey and Product Delivery

Job Description

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