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Barclays Logo Barclays · IT - Software Development

Head of Customer Journey Experience Strategic Transformation

United Kingdom, London · Job Posted January 09, 2026
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Job Description

In a role in Product Development & Management, you'll oversee our entire product lifecycle. Your responsibilities include gathering and prioritising product and customer requirements, defining product vision, and ensuring successful delivery and ongoing performance. As the Head of Customer Journey Experience Strategic Transformation you will lead and champion the development of the overarching, ambitious, customer experience strategy for BUK’s priority Customer Journeys. This involves leading cross-functional teams to identify and drive opportunities to be more customer centric in our approach to customer journeys, being the catalyst for the reimagining of key end-to-end customer journeys that deliver exceptional and differentiated customer experiences.

Job Responsibility

  • Lead and champion the development of the overarching, ambitious, customer experience strategy for BUK’s priority Customer Journeys
  • Lead cross-functional teams to identify and drive opportunities to be more customer centric in our approach to customer journeys
  • Be the catalyst for the reimagining of key end-to-end customer journeys that deliver exceptional and differentiated customer experiences
  • Design the end to end journey of a service to enable a user to complete their goals
  • Creation of design assets to drive business outcomes, including service blueprinting, customer journey mapping and service prototyping
  • Creation of intuitive and user-friendly interfaces for digital banking platforms and applications
  • Design and maintenance of visually appealing and consistent user interfaces
  • Creation of wireframes and interactive prototypes
  • Compliance to accessibility standards and guidelines
  • 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 into customer’s needs or pain-points

Requirements

  • Strategic mindset with the ability to translate complex problems into innovative solutions
  • Comfortable working with systems design
  • Expertise in business design, using design thinking skills to drive business strategy and approach
  • People leadership and coaching skills with strong experience of delivering customer-centred change
  • Ability to influence and manage stakeholders with experience of delivery in cross-functional, matrixed environments with multiple stakeholders
  • Commercial acumen, with an understanding of how excellent customer experience can drive strong business commercial outcomes
  • Expertise in customer journey mapping and understanding of design thinking methodologies
  • Expertise in customer data analysis, customer/competitor & market insights and horizon scanning to identify opportunities inform strategic customer journey development
  • Experience in driving and delivering transformative change
  • Experience using CX Tools e.g. Figma, Adobe Analytics, Qualtrics

Nice to have

  • Excellent analytical and creative problem-solving skills, with a deep sense of customer empathy
  • Proficient in using Jira and confluence

What we offer

  • Hybrid working
  • Structured approach to hybrid working with fixed 'anchor' days
  • Supportive and inclusive culture and environment
  • Focus on wellbeing
  • Big opportunities
  • The workplace of the future
  • Commitment to inclusion and opportunities
  • Flexible working arrangements can be discussed
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