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Journey Design Lead

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Barclays

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Location:
United Kingdom , London ▼

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

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Job Description:

As a Journey Design Lead you will be responsible for shaping best-in-class customer experiences across our Top Journeys, working in close partnership with CX Strategy, Journey Ownership and Business Portfolio senior executives. You’ll lead on the intersection of customer experience transformation, future business strategy and channel innovation. This is a strategic role requiring a systems thinker who thrives in complexity. You will be working across multiple brands, including Barclays UK Retail and Barclaycard, to deepen customer engagement, loyalty and advocacy.

Job Responsibility:

  • To 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 for a seamless and engaging user experience
  • Design and maintenance of visually appealing and consistent user interfaces that align with the bank's brand identity and design guidelines across digital products
  • Creation of wireframes and interactive prototypes for visualisation and testing of product concepts and features before development
  • Compliance to accessibility standards and guidelines to provide an inclusive experience for all users
  • Monitoring of industry trends, design best practices, and emerging technologies to continuously improve the design quality and innovation of banking products
  • Gathering and analysis of data from a wide range of sources to create in-depth insights into customer’s needs or pain-points to aid business understanding of the customer experience

Requirements:

  • Application of Systems Design Thinking, understanding the dynamics required for big-picture change in support of the Journey strategy
  • Leveraging strategic insight and large form data to understand customer and commercial opportunities, linking these with emerging market and customer behaviour trends
  • Leading long-term projects with multiple horizons, whilst maintaining focus and relevance to in-year value delivery and execution
  • Creation of Journey experience standards to support the CX journey strategy, empowering multi-discipline teams to manage delivery backlogs to drive the Customer Experience vision
  • Ensuring the delivery of high-quality, tangible artifacts such as experience maps, service blueprints, business canvas models, empathy maps, innovation design methods, and experience prototyping to inspire decision-makers
  • Back-office design and the simplification of processes in adherence to regulatory standards
  • Experience in navigating large, complex organisations, comfortable working across different technology platforms, back-office processes and multi-function teams
  • Translating business challenges into human-cantered design opportunities for meaningful change - balancing stakeholder priorities, legacy systems, new channel technologies and commercial goals
  • Proficient in Story-telling and vision setting, presenting at Exec leadership forums
  • Proficient in using Figma

Nice to have:

  • Have previous experience in using Microsoft Whiteboard
  • Previous experience in collaborating with technical engineers and platform specialists
  • Business analytics and program management
  • Data and insight analytics
  • Working in agile environments and understanding delivery within scaled agile frameworks
What we offer:
  • Hybrid working
  • Structured approach to hybrid working with fixed 'anchor' days
  • 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 and explore every part of operations

Additional Information:

Job Posted:
January 18, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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