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Customer Life Cycle Director, Business Banking

London, United Kingdom; Knutsford, United Kingdom; Northampton, United Kingdom

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Date live: 20/06/2025

Business Area: Digital Channels and Transformation

Area of Expertise: Product Development & Management

Contract: Permanent

Reference Code: JR-0000048507

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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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Overall purpose of role

The Customer Lifecycle and Engagement Lab Owner is responsible for designing, implementing, and optimizing customer lifecycle management strategies to enhance customer engagement and satisfaction. This role involves leading cross-functional teams to analyse customer data, identify key touchpoints, and develop innovative solutions to improve the overall customer experience, with a strong emphasis on Data Platforms, Martech, Adtech, Tagging, Tracking, Media Buying Skills, Salesforce Marketing Cloud, Customer Personalization and Engagement platforms, and Tagging and Scripting skills associated with Media Management and Websites.

Key Accountabilities [Key Criteria]

  • Customer Lifecycle Management: Develop and execute strategies to manage the customer lifecycle from acquisition to retention and loyalty.

  • Customer Engagement: Create and implement engagement initiatives that foster strong relationships with customers and drive long-term loyalty.

  • Data Analysis: Utilize customer data to identify trends, pain points, and opportunities for improvement in the customer journey.

  • Cross-Functional Collaboration: Work closely with marketing, sales, product development, and customer service teams to ensure a cohesive approach to customer engagement.

  • Innovation: Lead the development of new tools, technologies, and processes to enhance the customer experience.

  • Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer lifecycle management strategies.

  • Customer Feedback: Gather and analyze customer feedback to continuously improve engagement strategies and customer satisfaction.

  • Martech and Adtech: Implement and manage marketing technology (Martech) and advertising technology (Adtech) solutions to optimize marketing campaigns and customer interactions.

  • Data Platforms: Integrate and manage data platforms to ensure seamless data flow and accessibility for customer insights and decision-making.

  • Tagging and Tracking: Develop and implement tagging and tracking strategies to monitor customer interactions and behaviours across various touchpoints.

  • Technical Proficiency: Utilize adtech platforms and programmatic buying tools to execute and manage media buys effectively

  • Salesforce Marketing Cloud: Leverage Salesforce Marketing Cloud to personalize customer interactions, automate marketing efforts, and manage multi-channel campaigns

  • SEO: Develop and implement SEO strategies to improve website visibility and organic search rankings.

  • Content Marketing: Create and manage content strategies that align with marketing goals and drive customer engagement.

  • Social Media Marketing: Design and execute social media campaigns to increase brand awareness and engagement.

  • Email Marketing: Manage email marketing campaigns to nurture leads and retain customers.

  • Analytics and Data Analysis: Analyze marketing data to measure campaign performance and provide insights for strategic decision-making.

  • Customer Personalization and Engagement Platforms: Utilize leading customer engagement platforms such as Sprinklr, HubSpot, and others to deliver personalized experiences and enhance customer satisfaction

  • Driving innovation and continuous improvement opportunities for Barclays in the Business Banking market 

  • Ensure strong governance and control practices are core to all customer engagement and transformation activity.

Essential Skills/Basic Qualifications:

  • Significant experience at the leadership level in financial services with detailed knowledge of the industry (including history, trends and future development), digital, data and/or marketing.

  • Established and evidenced leadership credentials, including leading through change.

  • Excellent communicator with the ability to explain to and inspire a range of audiences on a wide range of topics.

  • A strong understanding of strategy, roadmap creation, and delivery of outcomes.

  • Strong interpersonal and influencing skills with the ability to negotiate both internally and externally. 

  • The role holder will be expected to lead negotiations on key business initiatives that impact BB, or the BUK business as a whole. 

  • Strong experience in agile ways of working and customer-centric transformation

  • The ability to negotiate across Barclays to find opportunities to leverage wider Barclays capabilities to support small businesses e.g. with BUK POD leads, Barclays International, Barclaycard Payments.

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 is Barclays London

Our global HQ is in Canary Wharf, at the heart of London’s financial district. There are over 10,000 colleagues here – a hugely diverse workforce made up of the world’s best financial and tech talent. If you love the buzz of city life, this is the place to be.

Cycle or run to work? We’ve got everything you need – from cycle hire and parking areas to new showering and changing facilities.

CoSpace is our drop-in co-working space, where networks are built, problems are solved collectively and our community is strengthened.

Our Wellness Suite includes a well-equipped gym and exercise studios, and provides personal training sessions and massage therapy.

Our new trading floors enhance communication, integrate sustainability, and support health and wellbeing through innovative design and British-sourced furniture.

This is Barclays London

Our global HQ is in Canary Wharf, at the heart of London’s financial district. There are over 10,000 colleagues here – a hugely diverse workforce made up of the world’s best financial and tech talent. If you love the buzz of city life, this is the place to be.

Supporting active commuters

Cycle or run to work? We’ve got everything you need – from cycle hire and parking areas to new showering and changing facilities.

Time to connect

CoSpace is our drop-in co-working space, where networks are built, problems are solved collectively and our community is strengthened.

Wellbeing in focus

Our Wellness Suite includes a well-equipped gym and exercise studios, and provides personal training sessions and massage therapy.

Advanced trading floors

Our new trading floors enhance communication, integrate sustainability, and support health and wellbeing through innovative design and British-sourced furniture.

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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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