Skip to main content
We’re currently updating our application system. This means that from 25 June until our new system is live in July you won’t be able to apply for a job on this site. You can still register your interest in our opportunities by submitting your full name and email address via our TalentPool. We'll keep you updated and let you know when applications are open. We’re sorry for any inconvenience this may cause, and we appreciate your understanding.

Customer Experience Lead

Wilmington, Delaware

The following apply button and save job button is for a sticky navigation bar. As such this is duplicated for presentation purposes. Sign up to our Talent Pool

Wilmington, DE

Sign up to our Talent Pool

Date live: Jun. 27, 2024

Business Area: Barclays International

Area of Expertise: Marketing, Communications & Corporate Relations

Reference Code: 90391872

Contract: Permanent

Customer Experience Lead
Wilmington, DE

As a Barclays Customer Experience Lead, you will serve as a key champion for customer experience across the organization. This is an opportunity to use data and customer insights to identify gaps and opportunities in the current state end-to-end customer journey, build a future state vision, and partner with disciplines to design an experience that closes the gap and makes improvements to the customer experience.

Barclays is one of the world's largest and most respected financial institutions, established in 1690, with a legacy of success, quality, and innovation. 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.

We currently offer a hybrid working model where colleagues have the flexibility to split their time working from home and an office. Everyone has the opportunity to integrate their professional and personal lives through this dynamic working model.

What will you be doing?

•    Contributing to documenting the current state customer experience and related sentiments based on data and insights
•    Being responsible for identifying opportunities to reduce pain points and enhance the experience for customers across the end to end customer journey
•    Partnering with other disciplines to design a customer experience that benefits both the customer and the business
•    Using customer behavior, perception, and consumer trends to drive future state design and path to close the gap from current state
•    Serving as a subject matter expert, ensuring the voice of the customer is represented during prioritization and build of strategies identified through journey mapping
•    Monitoring customer-focused metrics and identifying data needs to measure and influence priorities across the customer journey  
•    Assisting with interactions with Control and Compliance to ensure issues impacting customer experience, are addressed within set control and regulatory parameters 
•    Working across team to connect the digital experience with non-digital interactions and ensuring clear and consistent messaging, aligned with the communications strategy 

What we’re looking for:

•    Experience with progressive levels of responsibility developing and executing programs to deliver with quality within a highly regulated industry
•    Ability to analyze feedback from customers and colleagues and broader trends to design an ideal customer experience
•    Experience performing operational/regulatory risk assessments as it relates to customer facing activities and strategies

In addition to the skills required to execute the job well, we're looking for people with the following capabilities to grow and contribute to our culture:

•    Empathy: An ability to see a situation from another person’s perspective 
•    Ownership: A strong sense of pride in your work
•    Connection: Build relationships with partners and colleagues 
•    Innovation: Openness to finding creative solutions
•    Persistence: Desire to go above and beyond when necessary to get the job done
•    Collaboration: Work well with others while building projects together

Skills that will help you in the role:

•    Excellent entrepreneurial skills (e.g., ability to handle varied responsibilities and drive success with limited resources in a matrixed organization) 
•    Innovative, collaborative problem solver who can take an idea from conception through execution 
•    Exceptional written and verbal communicator with the ability to clearly convey thoughts and opinions
•    Ability to work well with individuals throughout the organization, as well as those of various suppliers and third-party vendors 

At Barclays we understand that power of great customer experiences and we work hard every day to make sure that the needs and expectations of our customers are met and exceeded.  We focus our energies on making every customer engagement better than before.    

Where will you be working?

Barclays’ Wilmington campus boasts a recently renovated office space featuring a cafe, coffee bar, wellness breakout spaces and more. The campus is located along the historic Wilmington Riverfront where a glance out our windows reveals a scenic look at the Christina River and a growing riverfront community of luxury apartments, shops and restaurants. Additionally, the Wilmington train station is a short walk away, making travel from New York and Washington, DC fast and convenient.

We offer an environment that enables you to thrive and make an impact. Our colleagues are hard-working, focused on solutions, and collaborative. Here you will find people helping people at every level. Our culture is dedicated to innovation and maintaining a sense of balance and well-being.

#LI-Hybrid 

#MattBahar

More about working at Barclays

From New York to Nevada, our Barclays US offices are places where we’ve brought work and wellbeing together to create environments where our people can be at their very best. These are warm, welcoming and diverse communities where everyone’s contribution is recognised and celebrated.

At Barclays, we offer a hybrid working experience that blends the positives of working alongside colleagues at our onsite locations, together with working from home. We have a structured approach where colleagues work at an onsite location on fixed, ‘anchor’, days of the week, for a minimum of two days a week or more, as set by the business area (or nearest equivalent if working part-time hours). Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that as we continue to embed our hybrid working environment, we remain in a test and learn phase, which means that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

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 committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises 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 Carer, 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. If you would like some flexibility then please discuss this with the hiring manager.

We're committed to providing a supportive and simplified experience for our candidates throughout the application and assessment process. Here, you will find information about what to expect and some guidance around your assessment and interview.

While the application process depends on the role, there are some constant steps, which are;

Step 1 - Your application
Step 2 - Your assessment
Step 3 - Your interview
Step 4 - Next steps

We aim to create an inclusive work environment where everyone can reach their full potential. If you require any adjustments to our recruitment process, please click here to learn more.

Find out more information here.

Barclays offers a diverse, inclusive and engaged culture. A place where people can bring their whole selves to work and be respected for who they are, valued for what they do and celebrated for their contribution to our business and our community.
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.

The Barclays Way

This is the spirit of Barclays. It’s why we exist, what we believe and how we behave. But most importantly, it’s how we make decisions, take action and get things done.

Learn more

Purpose

Working together for a better financial future.

Values

We believe great talent RISES. It acts with Respect, Integrity, Service, Excellence and Stewardship.

Mindset

We discover our full potential through our desire to Empower, Challenge and Drive each other.

Related Jobs


Marketing Lead, Creative Center of Excellence

Wilmington (United States)

27 Jun