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Customer Outcomes and CX Reporting Senior Manager

Northampton, United Kingdom; London, United Kingdom

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Date live: 21/08/2025

Business Area: Customer Experience

Area of Expertise: Data & Analytics

Contract: Permanent

Reference Code: JR-0000061206

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Barclays Data and Analytics

A career in Data & Analytics at Barclays is a hub for top talent, from beginners to experts, fostering innovation and excellence. You'll drive business strategy, leverage data potential, and enhance the experience of millions of customers in today’s data-driven world.

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Join us as a Customer Outcomes and CX Reporting Senior Manager at Barclays, where you’ll lead the design, implementation, and continuous evolution of customer experience and outcomes reporting across the organisation. This pivotal role provides a unified, data-driven view of customer experience, translating insight into impactful reporting and executive-level storytelling that drives a culture of evidence-based improvement.

In this role you will be responsible for board and regulatory reporting, including oversight of reporting on our Consumer Duty embedment, customer outcomes, and complaints. Designing and delivering actionable dashboards and reporting frameworks that surface key insights and drive strategic decisions. This includes leading the development of joined-up views of customer experience, connecting data across journeys, channels, and touchpoints. You will be championing continuous improvement through evidence-based recommendations and performance tracking.

To be successful as a Customer Outcomes and CX Reporting Senior Manager at Barclays, you should have experience with:

  • Good analytical and problem-solving skills, with the ability to distil complex data into clear, compelling narratives.

  • Proven ability to communicate effectively with both technical and non-technical audiences, including senior stakeholders and board-level executives.

  • Good stakeholder management and influencing skills, with experience navigating complex organisational structures.

  • A passion for reporting excellence, with a track record of creating high-impact dashboards and storytelling artefacts that drive action.

  • Good working knowledge of complaints, Consumer Duty, customer experience (CX), and customer journeys, with the ability to reflect these themes in meaningful reporting and insight.

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.

This role can be based in either Northampton or London.

Purpose of the role

To support the bank's decision-making processes by providing timely, accurate, and insightful information through designing, developing, and maintaining management reports and dashboards that effectively communicate key performance indicators (KPIs) and trends across various business units. 

Accountabilities

  • Design and development of comprehensive reports and dashboards using various data visualization tools and techniques.
  • Design, development and implementation of automated report generation processes for improved efficiency and timeliness.
  • Identification and analysis of business requirements to define report content and format.
  • Maintenance and updating of existing reports and dashboards to reflect changing business needs, including co-ordination of reporting template releases and related administrative tasks.
  • Development of robust processes & controls for collating input data & seeking signoffs as required.
  • Engagement with stakeholders as needed to ensure up to date data is incorporated into reporting.

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 Northampton

Northampton is one of our most important UK centres. We’re home to all card and payment services across the Barclays business; we’re also home to Barclaycard. This is a vast operation, with a huge influence and impact on the financial services industry and on the lives of millions of British people.

Unique initiatives to enhance your wellbeing like our colleague allotment, helping to build community through getting closer to nature.

You can experience a wealth of diverse and surprising career paths right here in Northampton, across Barclays UK or even globally.

Our building is environmentally friendly and people-friendly too, with excellent facilities designed to make work a pleasure.

Northampton is the perfect blend of town and country, a growing and thriving centre for business, and a wonderful place to live and work.

This is Barclays Northampton

Northampton is one of our most important UK centres. We’re home to all card and payment services across the Barclays business; we’re also home to Barclaycard. This is a vast operation, with a huge influence and impact on the financial services industry and on the lives of millions of British people.

Focus on wellbeing

Unique initiatives to enhance your wellbeing like our colleague allotment, helping to build community through getting closer to nature.

Big opportunities

You can experience a wealth of diverse and surprising career paths right here in Northampton, across Barclays UK or even globally.

The workplace of the future

Our building is environmentally friendly and people-friendly too, with excellent facilities designed to make work a pleasure.

Discover Northampton

Northampton is the perfect blend of town and country, a growing and thriving centre for business, and a wonderful place to live and work.

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