Retail Partner Customer Experience AVP

Retail Partner Customer Experience AVP
Wilmington, DE

As a Barclays Retail Partner Customer Experience AVP, you will be accountable in setting the customer experience strategies for Retail and Branded programs. This role is designed to manage our most influential, partner products requiring a more robust level of engagement meeting partner expectations for project engagement, servicing, and escalation management. The customer experience is critical to these partnerships and having best-in-class customer service and rewards journeys will be keep to the success of these fast-growing programs. 

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.

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 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, and your request will be reviewed subject to business needs.

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

What will you be doing?

•    Driving strategy that ensures continual innovation and improvement to current products and procedures
•    Reviewing analytics and MIS to create strategic action plans to drive the right experience focused on building customer and partner loyalty
•    Collaborating with other Partnership customer experience leads, Customer Office, Customer Care, and Operations, including Office of the President and Rewards Escalations Teams
•    Managing the CX needs assessment and end to end implementation of items in projects related to refreshes, conversations, and rebrands
•    Leading and handling all required service levels, resolving issues, and developing strategies to improve performance against designated teams
•    Identifying internal and external risk and drive development of proactive and response strategies and engage cross-functional teams to implement

What we’re looking for:

•    Bachelor’s Degree or equivalent work experience in Customer Experience
•    Five plus years of business experience preferably in financially oriented consumer market
•    Experience with call center operations

Skills that will help you in the role:

•    Accountable and Disciplined and High Attention to Detail
•    Resilient and ability to change direction or work flexibly

Where will you be working?

Barclays' Wilmington campus includes two beautiful buildings located along the historic Wilmington Riverfront. A glance out our windows reveal a scenic look at the Christina River, along with 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 convenient.

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