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• Defining, evolving, and embedding the
  customer experience strategy;
• Leading and motivating the business to
  ensure the delivery of our strategy & plans across all customer touch
  points, journeys, channels & services; 
  
• Holding the mirror up to the business
  through customer led culture & governance at multiple levels of the
  organisation.

• Develop Customer Journey Maps or Customer
  Experience Maps to allow everyone in the organization to clearly
  understand the steps in the customer journey and take appropriate actions.
• Identifying Drivers of Loyalty:
  Develop and implement mechanisms to regularly understand which customer
  experiences drive customer loyalty. These mechanisms will supplement the
  intervals between Net Promoter Score surveys.
• Root Cause Analysis and Action:
  identifying and acting on the root causes of customer pleasure or
  displeasure.
• Building a customer focused
  business:
• Actively review and revise
  existing processes and procedures to build a Customer Centric
  organization
• Recommendations on actions to
  take to resolve Customer Complaints /Disputes
• Recommendations of process /
  procedure transformations

• Ownership for defining and achieving this
  vision for both sets of customers
• Drawing on the latest thinking and
  innovation in this space as a credible expert and thought leader
• Leveraging latest technology to accelerate
  greater efficiencies in customer service experience

• Taking a hands on approach – you should
  always be aware what our customers care about
• Sweat the small stuff with it comes to
  individuals’ experiences – ensure we fight to take every opportunity to delight
  and retain every customer we have
• Passionately influence all areas of our
  business as the internal voice of our customer
• Ensure customers are the heart of our
  decisions – challenging where appropriate

• Create a community of customer experience
  representatives that share knowledge and experience to be stronger as a
  team
• Partner with Learning & Development to
  ensure training and on-going development supports our people in being
  subject matter experts that can credibly and confidently serve our Customer

• Understand our business targets for
  acquisition and retention and agree associated targets with leadership
  that you’ll take accountability of and regularly report on
• Lead on strategic initiatives to drive
  customer experience and positively impact our business
• Use continuous improvement techniques to
  constantly refine customer vision and ensure alignment with wider business
  strategy
• Manage team in commercially viable manner
  – making sure the team spend time where they can add value not resolving
  queries that could be pre-empted/managed differently

• Ensure that all activities and duties are
  carried out in full compliance with regulatory requirements, Enterprise
  Wide Risk Management Framework and internal Barclays Policies and Policy
  Standards.
• Understand and manage risks and risk
  events (incidents) relevant to the role.

• The ideal candidate for the Barclays Head
  of Customer Experience Management (CEM) career opportunity should have at
  least ten years’ experience in a consumer marketing/commercial leadership
  role with three years’ experience with direct responsibility for
  delivering exceptional “customer experience.”
• Previous experience of operating in a
  multi-channel customer facing environment is essential
• Strategic planning & delivery
  leadership.
• Previous experience of operational
  management would be desirable.
• Management and leadership of teams
• Project leadership on a multi-site,
  multi-stakeholder level
• Financial and budget accountability
• You will be globally-minded, ambitious and
  – above all else – will ‘ooze’ customer service.
• You’re likely to have prior experience of
  leading the customer experience at a company that is renowned for exceptional
  customer service.
• Barclays is interested to hear from you if
  you can demonstrate:
• A strong ability to challenge with
  confidence in a peer group with high capability, intellect and knowledge
• A clear passion for exceptional customer
  service, with a solid understanding of the expectations of clients in the
  Financial Services industry
• A strong record of applying
  customer-centricity to shape solutions and approaches which enable
  business success
• Demonstrated ability to confidently
  communicate and influence at Executive level
• The right balance of strategy and process
  oversight.  They must enjoy sitting
  close to the team and being heavily involved in every stage of the
  customer experience as much as they would enjoy formulating and overseeing
  a global customer experience strategy
• A global mind-set
• An entrepreneurial flair through
  innovation, adaptability and lateral thinking

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