Customer Centricity Senior Manager

Join us as a Customer Centricity Senior Manager at Barclays, where you'll be primarily responsible for leading the development and embedment of a deeply customer‑centric culture across the organisation, defining and delivering the customer closeness roadmap, creating the conditions for colleagues to connect directly with customers, and championing driving understanding customer needs as a key business driver for commercial success and regulatory engagement.

• Leading cultural transformation programmes that embed customer‑centric behaviours across large, complex organisations.
• Designing and delivering customer closeness programmes that enable colleagues to connect directly with customers and act on insights.
• Driving organisational change through influencing senior stakeholders and aligning priorities to customer needs.
• Embedding customer understanding into business strategy, governance, and decision‑making processes.
• Championing behavioural change by creating frameworks, tools, and engagement models that make customer‑centricity tangible for colleagues.
• Managing risk and regulatory expectations while delivering customer‑focused outcomes.

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 manage and develop existing and new products and/or services; and where applicable, ownership of related customer and colleague journeys, develops 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 programs 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 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 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 escape 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…