BX Greater Northampton Area, United Kingdom
Fraud Servicing Experience Manager
1 week ago Be among the first 25 applicants
Purpose of the role
To focus on understanding client needs, improving the client journey, developing client-centric products and services, and driving client satisfaction.
Accountabilities
* Execution of research to understand client needs, preferences, and pain points related to banking products and services.
* Applying a holistic end-to-end lens to a client journey for identification of areas for improvement and enhancement of the overall client experience.
* Collaboration with cross-functional teams, including UX/UI designers and departments such as marketing, operations, and technology, to seamlessly enhance the client experience and evolve the bank's products and services utilizing customer insights.
* Collection and analysis of data obtained through various channels such as surveys, focus groups, and client support interactions, and evaluate the effectiveness of client experience initiatives to support the identification of areas for improvement in customer experience.
* Development and implementation of client-centric strategies, initiatives, and metrics that enhance the overall client experience, drive loyalty, and track improvements over time.
* Analysis of the competitive landscape to identify industry trends and best practices in customer experience and incorporate them into the bank's product offerings.
Vice President Expectations
* 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 escalate 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.
* If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard.
* Advise key stakeholders, including functional leadership teams and senior management on functional and cross-functional areas of impact and alignment.
* Manage and mitigate risks through assessment, in support of the control and governance agenda.
* Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
* Collaborate with other areas of work, for business-aligned support areas to keep up to speed with business activity and the business strategies.
* Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives.
* Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders to accomplish key business objectives.
To be successful as a Fraud Servicing Customer Experience Manager you will need the following:
* Demonstrated experience in a design or process re-engineering role.
* Competency in design tools such as Figma or similar.
* Comprehensive understanding of user-centered design principles and methodologies.
* Proficient communication skills, both verbal and written.
* Strong analytical and problem-solving capabilities.
* High attention to detail and commitment to delivering quality work.
Some Other Highly Valued Skills May Include:
* Certification in Pega, such as the Pega Certified System Architect (PCSA) or Pega Certified User Experience Designer (PCUXD).
* Experience working in an Agile development environment. Familiarity with Agile tools such as JIRA.
* Knowledge of accessibility standards and best practices.
This role will be based in Northampton.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Business Development and Sales
Industries
Software Development
All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.
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