Customer Performance Manager

Customer Performance Manager 
Henderson, NV

As a Barclays Customer Performance Manager, you will be responsible for ensuring that the Customer Experience delivered to our customers is world class. You will play a key role in ensuring that the operation has a thorough understanding of the opportunities for improvement. Through engagement with change, customer office, and insight & analytics, you will influence our change agenda to ensure that colleagues’ voices are heard and represented.  

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.

$85,000 - $120,000

The minimum and maximum salary/rate information above include only base salary or base hourly rate.  It does not include any another type of compensation or benefits that may be available.

Working Flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers’ and clients’ needs. Whether you have family commitments or you’re a career, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life.

We are currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. We’re flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. We also have a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances 

Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?

•    You will be developing compelling business case and appropriate persistence that shapes opinions of stakeholders
•    You will be working with key stakeholders to ensure the operational voice is reflected in proposed changes and prioritization
•    Developing plans and implementing operational improvements to reduce complaints and improve TNPS
•    Assisting with ownership of the training and upskilling agenda, be one of the key interfaces with training to ensure the design and delivery of relevant training
•    Ensuring training, changes and other supportive interventions are being embedded throughout the organization
•    Working across all other business areas to understand pan operational opportunities and align programs where appropriate 
•    Reviewing and providing insight to Customer Experience Lead regarding operational changes impacting the Customer experience within Customer Care

What we’re looking for:

•    Experience in project management disciplines with expertise in continuous improvement best practices
•    Extensive experience in managing senior stakeholders, with the ability to communicate, negotiate and influence across many levels
•    Extensive knowledge of the Bank operating model and business environment 
•    Analytical skills and ability to interpret data and trends 

Skills that will help you in the role:

•    People management and development skills
•    Ability to build and sustain good working relationships with key stakeholders and Sr. Management
•    Ability to work effectively in a global organization and successfully influence a collaborative work environment
•    Strategic planning background

Where will you be working?

On the Henderson campus, you’ll find a full-service café; recreational rooms complete with snacks, ping-pong and foosball tables; plus, free parking. We pride ourselves on our inclusive culture focused on celebrating the diversity of all of our colleagues! The Henderson campus also offers plenty of opportunities to get involved and give back to our community.

#LI-Hybrid

USD 85000 to 120000