Specialist Analyst

Step into the role of Specialist Change Analyst at Barclaycard as part of Payments Acceptance Transformation. In this role, you will play a key part in delivering channel and digital service change for Payments Acceptance (Acquiring), contributing to a wider transformation programme focused on transforming and growing our business for the future. This is a great opportunity to get involved in the change and enable our business to sustainably grow.

The role combines hands‑on change delivery with operational readiness and strong stakeholder management. You will take ownership of end‑to‑end delivery, ensuring that all change is effectively implemented, operationally ready, and safely embedded with minimal disruption. This will include the ownership of the IVR estate, change, roadmap and configuration to optimise performance.

• Experience delivering service, channel or digital change in a complex operational environment.
• Practical understanding of contact center and digital channels, including IVR and emerging AI‑enabled capabilities.
• Hands‑on experience with AWS configuration and cloud‑based channel technologies.
• Experience delivering channel or digital service change (e.g., chat, portals, or customer interaction platforms).
• Confidence managing multiple stakeholders across Product, Technology, Operations, and Commercial teams.
• Strong change delivery and project management capability owning end‑to‑end delivery (from planning through to go‑live and stabilisation).
• Sound understanding of operational readiness, risk and controls.
• Clear, confident communicator with a pragmatic, delivery‑focused mindset.

• Experience in Payments, Acquiring, or wider financial services.
• Experience with customer journey design and optimisation across multiple channels.
• Experience working in large, matrixed organisations with global stakeholders.
• Experience supporting continuous improvement using MI, customer contact drivers, and performance data.

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, digital and technology, as well as job‑specific technical skills.

This role can be performed from Sunderland, Northampton, or Glasgow, with a hybrid working model of working a minimum of 2/3 days per week in the office.

To manage the implementation of strategic change initiatives to enhance the bank’s operational efficiency.

• Management of strategic operational changes and initiatives to enhance the bank’s operational efficiency and effectiveness, including the identification and assessment of changes on people, processes, and systems.
• Collaboration with internal stakeholders, including business leaders, project managers and SMEs to support business operation team and promote alignment between operations with the bank’s objectives.
• Development and implementation of change management strategies and effectively communicate the strategies so they are understood and adopted by stakeholders.
• Management and development of KPIs to measure the effectiveness of business functions, utilising data and technology to support the identification of areas that require improvement.
• Comply with all regulatory requirements and internal policies related to change management.
• Provision of guidance and support to stakeholders throughout the operational change management process through training and coaching.

• 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 objectives and determination of reward outcomes.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an…