The Ugandan Jobline

• Drive the Customer Segments strategy for the
  Retail and Business Banking function and set strategic objectives per
  customer segment.
• Identify the ideal customer mix/shape to
  deliver the Customer Segments strategic plan.
• Manage profit & loss financials at
  customer level, and all critical Key Value Drivers (KVDs) associated with
  segment performance including segment profitability.
• Drive cross-functional engagement to ensure
  customer centricity (horizontal alignment).
• Ensure maximized penetration into customer
  segments to maximize acquisition, retention, cross sell ratios and revenue
  per customer.
• Keenly track segment specific marketing and
  campaign plans.
• Design and monitor the delivery of a
  world-class customer experience strategy including the design and
  implementation of customer on-boarding, retention and attrition
  management.
• Custodian of the RBB NPS and Customer
  Satisfaction scores and requisite action plans.
• Timely proposition design/development for all
  the key customer segments (existing and new), with tailored products,
  service, marketing and distribution elements to match the needs of each
  customer segment.
• Carry out customer behavioural analyses to
  understand response and purchase patterns, as well as channel preference.
• Development of customer journey maps,
  lifecycles/life-stages and personas for each customer segment.
• Conduct market research, customer research
  and market test experiments to ensure the delivery of world-class customer
  propositions.
• Maintain up-to date market data including
  market share statistics per segment and competitive positioning.
• Monitor the active customer database and
  devise strategies to remediate this as required.
• Monitor customer churn for each segment and
  implement strategies to remediate this as required.
• Employ decision analytics in designing
  customer propositions and contact programs.
• Implement governance, risk, compliance and
  control in line with Barclays’ group policies.

• Carry out detailed analysis of RBB customers
  to understand behavioural patterns and customer insights as part of
  proposition development.
• Conduct customer and market researches prior
  to proposition development, for an outside-in approach in design.
• Ensure up-to-date market and competitor information
  is maintained for each customer segment.
• Steer the development of customer journeys,
  lifecycles and personas for each customer segment.
• Drive the development of customer value
  propositions for existing and identified new customer segments.
• Drive the development of customer campaigns
  to support the growth of customer segments.
• Support the Customer Segments team to ensure
  timely delivery of new propositions and proposition enhancements.
• Ensure all proposition enhancements comply
  with compliance and regulatory guidelines.
• Drive the active use of analytics to enrich
  understanding of focus customer segments and inform proposition design.

• Drive the enhancement of customer on-boarding
  processes across RBB.
• Drive the closure of NPS actions to deliver
  enhanced customer satisfaction scores.
• Determine the right action in order attract
  and retain customers.
• Stimulate acquisitions, x-sell and up sell
  activity via innovative campaigns and contests, pegged to customer behavioural
  analyses.
• Design ongoing customer feedback mechanisms
  to ensure a continuous improvement approach.
• Drive the implementation of service
  guarantees

• Enhance Customer MI & KVD Reporting
  across RBB Segments
• Define and track Segment Specific CLM targets
• Ensure tracking of customer level P&L in
  line with agreed financial goals (Income, Balance Sheet, Customer Growth,
  NPS)
• Ensure tracking of business cases for
  realisation of signed-off benefits.
• Conduct monthly reviews covering
  acquisitions, retention, profitability and other KVDs per segment
• Develop the ideal customer shape/mix for RBB
  Customer Segments.

• Proactively drive collaboration with varied
  stakeholders (BU/Functional/External) to enrich and enhance execution of
  deliverables.
• Liaise and ensure timely delivery from
  Change, Operations & Technology teams for development of processes,
  infrastructure, and IT capability to support proposition initiatives.
• Own and drive the BBK Customer Segments story
  via effective communication across BBK and regional wide forums.

• Provide leadership to the key country teams
  via active engagement and coaching to drive results.
• Provide leadership to BBK customer segments
  organization via active engagement and coaching to drive results.
• Institute an effective performance management
  process for the Customer Segments team.
• Ensure team alignment with functional and
  bank mission.
• Ensure team development and personal growth.
• Create a climate that fosters superior
  performance.

• The applicant for the Barclays Bank UK Head
  of Customer Value Proposition job placement should have broad knowledge
  and understanding of Barclays bank customer segmentation.
• Good understanding of
  products/policies/plans/objectives in order to pro-actively embrace
  systems/procedure changes within the function.
• Ability to analyse and interpret financial
  and data models.
• Will require extensive knowledge of the
  industry landscape, players in the market, product knowledge etc.
• Impact of short, medium and long-term plans
  of the business and the effects of them on other functions, in order to
  implement the plans in the most effective and holistic manner.
• Will be required to have an understanding of
  local, as well as, statutes that relate to role holders function. The most
  important of these will be central bank’s guidelines, Barclays Group
  office policies and procedures. Is likely to be personally responsible for
  compliance within function.
• Good knowledge of IT and telephony systems.
• A good understanding of the other banking
  areas such as liability and assets businesses.
• Management experience in a multi-cultural
  environment.
• Experience of remote site management within a
  matrix management model.
• Very strong stakeholder and inter personal
  skills
• Strong people management and leadership
  skills
• Good performance management skills
• Strong stakeholder management skills
• Excellent negotiation, influencing and
  interpersonal skills
• Excellent numerical & analytical skills
  will be required to obtain, prepare, asses and assimilate very complex and
  detailed information
• Project tracking and management
• Essential to be innovative and pro-active
• Results orientation and self-drive
• PC Skills: Microsoft Office & Excel,
  Power Point expertise is a must
• Barclays Values: Respect, Integrity, Service, Excellence
  and Stewardship

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