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
Job Summary
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.
Matching Summary
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.
Skills & Requirements
Must-have
Voice of Customer (VoC) expertise
Customer listening and survey design
Consulting on VoC programmes
Executive communication and storytelling
Transformation leadership
Financial data analysis and modelling
Nice-to-have
Financial services regulatory understanding
Stakeholder collaboration and negotiation
Leadership behaviours and people management
Strategic advisory and market research
Risk and controls management
Key Requirements
Experience with Voice of Customer data and insights
Background in consulting or advising on VoC programmes
Proven leadership in CX transformation
Experience communicating to senior executives
Understanding of financial services regulatory context