Consumer Duty Embedment Manager

Join us as a Consumer Duty Embedment Manager at Barclays, where you will play a key role in translating FCA (Financial Conduct Authority) Consumer Duty regulation into practical, real‑world application, developing frameworks and policies that drive good customer outcomes across products and services. You will work closely with stakeholders across the business, influencing and challenging teams to ensure they understand, evidence, and deliver the right outcomes through effective use of data and customer journey oversight.

Acting as a visible presence across functions, you will engage directly with teams, providing check and challenge to ensure regulatory expectations are met and that all areas are doing what they need to do to deliver consistently fair outcomes for customers.

Location:

The role will be based in London, Glasgow or Northampton.

• Proven experience in outcome monitoring, with the ability to design and implement robust frameworks and measurement metrics.
• Ability to interpret and analyse data, identify trends, and translate insights into clear, actionable recommendations for the business.
• Demonstrated ability to engage and effectively influence senior stakeholders to drive alignment and deliver business outcomes.

• Knowledge and understanding of Customer Duty regulations.
• Excellent storytelling skills, with the ability to clearly articulate and communicate information at all levels.
• Experience in programme management.

You may be assessed on the key critical skills relevant for success in the role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job‑specific technical skills.

To manage and develop existing and new products and/or services; and where applicable, ownership of related customer and colleague journeys, develop the product strategy, drive change through Barclays execution teams, make key decisions in the product lifecycle and own associated outcomes for customers, colleagues and the bank, achieved through appropriate service level agreements, regulatory compliance, risk management and controls.

• 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 programmes 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 of 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.

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/business divisions.
• Lead a team performing complex tasks, using well‑developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to…