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Head of CX Platform & Insights

barclays.co.uk Logo

Barclays

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Location:
United Kingdom , London ▼

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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:

Join us as a Head of CX Platform & Insights at Barclays where you'll be primarily responsible for leading the bank’s Customer Experience strategy across digital channels, branches, and contact centres, with responsibility for CX Platforms, CX Insights, and Transformation. You will oversee customer listening systems, deliver the Voice of Customer (VoC) platform roadmap, and guide how customer insights are shaped for ExCo and Board decision‑making. You will also drive the future CX vision, bringing structure and recommendations in areas of high ambiguity.

Job Responsibility:

  • Provision of strategic advice to Group Executives to support the decision-making process of business challenges and opportunities
  • Development and implementation of strategic advisory incentives to grow and optimise the bank’s operations, through market research and analysis
  • Collaboration with various stakeholder groups to identify the appropriate strategic direction type to meet the needs of Barclays clients and investors
  • Development of financial models to support strategic recommendations and transactions through financial data analysis, financial projects and considering the financial impact of transactions
  • Management of transactions, negotiations, transaction structure development and post-transaction integration
  • Collaboration with internal stakeholders to maintain client relationships, and develop new relationships to identify opportunities
  • Identification of industry trends, maintain peer benchmarking and developments related to strategic advisory services by attendings conferences, participating in training and conducting market research

Requirements:

  • Voice of Customer (VoC) Expertise: Proven experience using VoC data, customer feedback, and insights to build clear business recommendations and shape strategic decisions
  • Customer Listening and Survey Design: Experience in designing customer surveys, leveraging indirect feedback sources, developing inferred measures from operational data sources and making informed vendor/platform decisions across CX programmes
  • Consulting Experience: Background in leading or advising organisations on Voice of the Customer programmes, with exposure to multiple VoC providers and methodologies
  • Executive Communication and Storytelling: Ability to translate complex analysis into compelling narratives for senior leaders, synthesising insight and shaping messages & decisions for ExCo‑level audiences
  • Transformation Leadership: Great leadership in driving CX transformation, bringing structure to ambiguity, elevating team output, and steering business direction through insight‑led decision‑making

Nice to have:

Financial Services Experience: Understanding of regulatory context, and customer expectations within banking or financial services

What we offer:
  • Supporting active commuters
  • Time to connect
  • Wellbeing in focus
  • Advanced trading floors

Additional Information:

Job Posted:
March 22, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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