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Director of Mortgage Opening – Application to Completion

Greater Manchester, United Kingdom; London, United Kingdom; Northampton, United Kingdom; Glasgow, United Kingdom

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Date live: 31/08/2026

Business Area: Mortgages

Area of Expertise: Product Development & Management

Contract: Permanent

Reference Code: JR-0000129839

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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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The Director of Mortgage Opening Journeys is responsible for setting the vision for best-in-class customer journeys, running them day to day and executing all changes needed to enable simple, fast and easy mortgage servicing in a digital first environment, underpinned by resilient, performant technology that achieves best in class colleague, customer and broker experience.

The role holder will be accountable for:

  • Setting and driving to the north star for the customer journeys owned, demonstrating strong understanding of the external environment to develop this.
  • Leading and developing a 3-year Technology and Execution Roadmap for mortgage servicing, including identification of future solutions and assessment of build vs buy (collaboration for technology) and delivery of the associated outcomes (to enable delivery of BUK Golden metrics) and measures of how effective change is.
  • Communicating the transformation plan – including how we align to objectives and key results and design principles.
  • Ensuring agile practices are understood and utilised across BUK Mortgages.
  • Ensuring digital journeys align to BUK digital strategy and perform to the levels expected.
  • End to end Customer Journey Management and ownership (customer metrics including NPS and complaints, journey funnel management and controls).

Key Accountabilities 

Core accountabilities

  • Setting a north star vision for the customer journeys within your accountability
  • Execution of multi-year roadmap to deliver mortgage servicing experience covering end to end delivery; augmented with key thematic transformation focus areas (e.g. cost, digitisation, paper etc)
  • Collaboration with journey owners across Mortgages to ensure delivery of the plan, including ensuring SME knowledge is captured to enable knowledge sharing
  • Accountable to the Leadership team for delivering the contribution to enable commitment delivery.
  • Backlog management for the mortgage servicing experience (aligned to product owner role in an agile environment and in collaboration with all teams)
  • Ensure Transformation and Change governance in conjunction with technology is delivered - including budget management and benefits management
  • Ways of working – support uplift of team and broader journey owners across Mortgages to be able to work using agile methods, including embedding all tools and techniques (OKR, JIRA, PI Planning etc)
  • Ensure end to end service management standards for technology applications are robust and automated
  • Support development of digital roadmap in conjunction with BUK Digital Business
  • Leadership of cross functional teams within the customer lab and feature teams (task leadership for those across the virtual team from Mortgages)
  • Own the 3-year customer journey roadmap working in partnership with key stakeholders.
  • End to end customer journey mapping including controls to support the customer journey – ensuring all customer journey artefacts are produced and kept up to date.
  • Responsible for the continued monitoring and associated action plan across key MI such as complaint data, operational task data, NPS, internal and external research and call volume data.
  • Acting as key SME where decision or input is required around regulatory change and the associated impact to customer journeys.
  • Acting as a key SME for incident management as required.

Other key accountabilities

  • Lead a team in the development of customer level strategies & solutions that are tailored to customers’ needs
  • Leverage comprehensive knowledge of the financial services industry and relative positioning of the company’s products and services, to shape strategy
  • Develop different commercial and business journey propositions through a strong understanding of the financial drivers of the P&L for the relevant segment/ proposition/ journey.
  • Provide thought leadership and influence how Barclays can respond to disruption from new business models, including disruptive models enabled by new Fintech developments
  • Partner with teams and senior stakeholders across Barclays to understand and optimise operational models to deliver efficiencies in the business and reduce the cost of operating the business
  • Lead on creating new strategic partnerships, internal or external as required, and manage ongoing strategic partnerships that support in the delivery of key business outcomes
  • Use expert influencing, negotiating, and presenting skills to harness buy in from senior stakeholders and represent the team at key strategic meetings inside and outside the bank as necessary.
  • Build strategic thinking within teams through coaching and collaboration and create a psychologically safe environment that encourages and values innovation, trying new approaches and learning from failure
  • Build a high-performance culture and working environment that attracts and retains game changing talent that will transform the bank, delivering a change in culture and mind-set that drives us to be truly collaborative and customer obsessed
  • Be a confident decision maker, utilising data and qualifying against potential risks across your journeys.
  • Take accountability for maintaining product/service integrity by ensuring legal and regulatory compliance and driving effective risk management in the team by; creating reliable and sustainable solutions for mitigating risk; resolving audit findings; reporting at relevant governance fora; and making timely escalations in accordance with the Enterprise Risk Management Framework.

Purpose of the role

To manage and develop existing and new products and/or services; and where applicable, ownership of related customer and colleague journeys, develops the product strategy, drive change through Barclays execution teams, make key decisions in the product lifecycle and own associated outcomes for customers, colleagues and the bank, achieved through appropriate service level agreements, regulatory compliance, risk management and controls. 

Accountabilities

  • Development of customer level strategies & solutions that are tailored to customers’ needs.
  • Subject Matter Expert in the applicable Product/Proposition team and be able to confidently guide and advise stakeholders at all levels in the Bank on the application of existing and new products/propositions and related customer and colleague journeys.
  • Development of product propositions, and/or service strategy, define the priorities for delivering the outcomes needed to deliver the strategy and lead execution of the priorities.
  • Development of different commercial and business models through a strong understanding of the financial drivers of the P&L for the relevant segment/ proposition/ journey.
  • Evaluation of the technical feasibility, legal compliance, and potential risks associated with the development and launch of the new product.
  • Monitoring of market trends and analysis feedback from internal employees and target customers through prototypes, user testing sessions, and beta programs to identify areas for improvement to refine the product / process before launch.
  • Management of comprehensive launch plans and technical deployments for products that establish rollout timelines, marketing strategies, training initiatives and communication channels to promote the launch new products effectively.
  • Monitoring of key metrics such as adoption rates, usage patterns, customer satisfaction (including complaints), and revenue generation to assess the product's performance against set goals.

Director Expectations

  • To manage a business function, providing significant input to function wide strategic initiatives. Contribute to and influence policy and procedures for the function and plan, manage and consult on multiple complex and critical strategic projects, which may be business wide..
  • They manage the direction of a large team or sub-function, leading other people managers and embedding a performance culture aligned to the values of the business. Or for an individual contributor, they lead organisation wide projects and act as deep technical expert and thought leader, identifying new ways of working and collaborating cross functionally. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
  • Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives.
  • Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function.
  • Escalates breaches of policies / procedure appropriately.
  • Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence.
  • Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate.
  • Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives.
  • Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives.
  • Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations.
  • Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area.
  • Negotiate with and influence stakeholders at a senior level both internally and externally.
  • Act as principal contact point for key clients and counterparts in other functions/ businesses divisions.
  • Mandated as a spokesperson for the function and business division.

All Senior 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.

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 role may be subject to enhanced governance arrangements. If successful, you may be required to comply with additional regulatory and compliance obligations, such as disclosure of personal trading activities and external interest/affiliations.

Further information on these requirements will be provided at a later stage of the process.

Learn more about Barclays locations

Across our campuses, we offer modern workspaces, collaborative areas, and state-of-the-art meeting rooms. Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations. Designed for innovation and comfort, they support a dynamic and productive work environment.

Gain access to wellness rooms, gyms and mental health support.

Our welcoming and inclusive culture supports you to bring your whole self to work, explore your potential and pursue your passions.

Modern spaces designed for teamwork and brainstorming.

There’s so much more than work to involve and engage you on campus. From socialising to sports, from community events to volunteering.

Learn more about Barclays locations

Across our campuses, we offer modern workspaces, collaborative areas, and state-of-the-art meeting rooms. Facilities include wellness rooms, on-site cafeterias, fitness centers, and tech-equipped workstations. Designed for innovation and comfort, they support a dynamic and productive work environment.

Health and wellness

Gain access to wellness rooms, gyms and mental health support.

A place where you can belong

Our welcoming and inclusive culture supports you to bring your whole self to work, explore your potential and pursue your passions.

Collaborative Areas

Modern spaces designed for teamwork and brainstorming.

More than work

There’s so much more than work to involve and engage you on campus. From socialising to sports, from community events to volunteering.

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
How to ApplyRead our FAQ's
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

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