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VP - Colleague Support Experience SS&T Lead

Chennai, India

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Date live: 08/21/2025

Business Area: HR

Area of Expertise: Product Development & Management

Contract: Permanent

Reference Code: JR-0000064894

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Barclays Product Development & Management

In a role in Product Development & Management, you'll oversee our entire product lifecycle. Your responsibilities include gathering and prioritising product and customer requirements, defining product vision, and ensuring successful delivery and ongoing performance.

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At Barclays, we don’t just adapt to the future – we create it. Embark on a transformative journey as a VP - Colleague Support Experience SS&T Lead, where you’ll play a pivotal role in shaping the future of Colleague Support Team.Embedded within Colleague Support is the Service Strategy and Transformation team (SS&T), we partner withService Delivery Leads tomaintain/ sustain, transitionand transform the Colleague Support service offerings for the business and colleagues. As Colleague Support Experience SS&T Lead, you’ll play a pivotal role in shaping the next step in the HR journey,driving a fundamental shift in the way that colleagues interact with HR, throughautomating, streamlining and simplifying.Focusing on colleague needs to improve the colleague journey;you’llpartner withColleague Support Service Delivery Leads toidentify opportunities todriver greater embed ServiceNow capabilities.

Your Key Accountabilities:

  • Execution of research to understand colleague & advisor needs, preferences, and pain points

  • Apply a holistic end to end lens to a colleague journey for identification of areas for improvement and enhancement of the overall colleague experience.

  • Create solutions based on analysis of internal data and feedback, alongside external industry trends and best practices to continuously refine backlog items and inform future iterations.

  • Partner with Change Delivery Leads, Journey Owners and Scrum Masters to drive the rollout of ServiceNow features such as Predictive Intelligence, GenAI-powered search, and Journey Designer, in an agile approach.

  • Partner with SS&T Leads and Service Delivery leads to identify, deliver and embed the changes

  • Define and track KPIs through to benefits realization.

  • Ensure platform changes directly support strategic objectives and priorities

  • Manage and mitigate risks through assessment, in support of the control and governance agenda.

To be successful as a VP - Colleague Support Experience SS&T Lead, you should have experience with:

  • Bachelor’s Degree is required.

  • Deep expertise in ServiceNow HRSD modules and platform capabilities, with proven application to drive service improvements.

  • Ability to translate strategic goals into executable delivery plans and platform features.

  • In-depth analytical capabilities with interpretative thinking will be required to define problems and develop innovative solutions.

  • Excellent stakeholder management and communication skills, to influence and negotiate to achieve required outcomes

Some of Highly Valued Skills may include:

  • Familiarity with HR service delivery models and colleague experience metrics

  • Experience with AI-enabled ServiceNow features (e.g. Now Assist, GenAI search).

  • Other systems expertise:  Workday, Jira, Microsoft products

  • ServiceNow certifications (e.g. CSA, CIS-HR) and agile delivery credentials.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills. 

The location of the role is Chennai, IN

Purpose of the role

To focus on understanding client needs, improving the client journey, developing client-centric products and services, and driving client satisfaction 

Accountabilities

  • Execution of research to understand client needs, preferences, and pain points related to banking products and services.
  • Applying a holistic end to end lens to a client journey for identification of areas for improvement and enhancement of the overall client experience.
  • Collaboration with cross-functional teams, including UX/UI designers and departments such as marketing, operations and technology, to seamlessly enhance the client experience and evolve the banks products and services utilising customer insights.
  • Collection and analysis of data obtained through various channels such as surveys, focus groups, and client support interactions, and evaluate the effectiveness of client experience initiatives to support the identify areas for improvement in customer experience.
  • Development and implementation of client-centric strategies, initiatives and metrics that enhance the overall clientr experience, drive loyalty and track improvements overtime .
  • Analysis of the competitive landscape to identify industry trends and best practices in customer experience and incorporate them into the bank's product offerings.

Vice President Expectations

  • To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures..
  • If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..
  • If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others..
  • OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
  • Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
  • Manage and mitigate risks through assessment, in support of the control and governance agenda.
  • Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
  • Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
  • Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
  • Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
  • Adopt and include the outcomes of extensive research in problem solving processes.
  • Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 39 countries and employing around 100,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.

To find out more about Barclays' strategy please click here.

We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.

This is Barclays Chennai

Barclays Chennai is one of our key strategic locations. It’s home to over 5,000 talented and passionate Barclays colleagues, across Finance, HR, operational and technology functions ensuring the bank’s technology and infrastructure runs smoothly.

Our Chennai office is well-equipped with innovative technology. It’s designed to be a vibrant and unique working environment for all.

We’ve an onsite medical clinic staffed by healthcare professionals. Our campus also features wellness rooms for relaxation and meditation.

Based at the DLF Cybercity Chennai estate, you can get a shuttle bus for easy commuting. We also provide child care services.

Our office is close to a variety of great places to eat, socialise, shop and be entertained. Everything you need within easy reach.

This is Barclays Chennai

Barclays Chennai is one of our key strategic locations. It’s home to over 5,000 talented and passionate Barclays colleagues, across Finance, HR, operational and technology functions ensuring the bank’s technology and infrastructure runs smoothly.

A workplace of the future

Our Chennai office is well-equipped with innovative technology. It’s designed to be a vibrant and unique working environment for all.

Your wellbeing

We’ve an onsite medical clinic staffed by healthcare professionals. Our campus also features wellness rooms for relaxation and meditation.

Your commute

Based at the DLF Cybercity Chennai estate, you can get a shuttle bus for easy commuting. We also provide child care services.

More than just a workplace

Our office is close to a variety of great places to eat, socialise, shop and be entertained. Everything you need within easy reach.

Multicultural ERGs at Barclays

Be you. Be valued. Belong.

We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success.

You can learn more about our commitment to our colleague on our Inclusion and Opportunities page.

Learn more

Application Process

Your application

We’ll ask for information about you, your CV and cover letter.

1

Your assessment

Covering your behaviours and ability at work.

2

Your interview

Exploring your past experiences and skills.

3

Next step

We’ll request additional information so that you can complete our screening process

4
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Barclays

Working flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports your personal needs, alongside the professional needs of our business. If you'd like to explore flexible working arrangements, please discuss this with the hiring manager. Your request will be reviewed in-line with the requirements of the role/business needs of the team.

Hybrid working

We have a structured approach to hybrid working, where colleagues work at an onsite location on fixed, ‘anchor’, days, as set by the business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

Barclays is built on an international scale.

Our geographic reach, our wide variety of functions, businesses, roles and locations reflect the rich diversity of our worldwide customer base. All of which means we offer incredible variety, depth and breadth of experience.
And the chance to learn from a globally diverse mix of colleagues, including some of the very best minds in banking, finance, technology and business. Throughout, we’ll encourage you to embrace mobility, exploring every part of our operations as you build your career.

Find more information

Related content

Multicultural ERGs at Barclays

Be you. Be valued. Belong.

We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success.

You can learn more about our commitment to our colleague on our Inclusion and Opportunities page.

Learn more