Job Description

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. 

Accountabilities

• 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.

Director Expectations

• To manage a business function, providing significant input to function wide strategic initiatives. Contribute to and influence policy and procedures for the function and plan, manage and consult on multiple complex and critical strategic projects, which may be business wide..
• They manage the direction of a large team or sub-function, leading other people managers and embedding a performance culture aligned to the values of the business. Or for an individual contributor, they lead organisation wide projects and act as deep technical expert and thought leader, identifying new ways of working and collaborating cross functionally. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives.
• Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function.
• Escalates breaches of policies / procedure appropriately.
• Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence.
• Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate.
• Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives.
• Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives.
• Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations.
• Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area.
• Negotiate with and influence stakeholders at a senior level both internally and externally.
• Act as principal contact point for key clients and counterparts in other functions/ businesses divisions.
• Mandated as a spokesperson for the function and business division.

All Senior 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. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.

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.

The Director of Mortgage Opening Journeys is responsible for setting the vision for best-in-class customer journeys, running them day to day and executing all changes needed to enable simple, fast and easy mortgage servicing in a digital first environment, underpinned by resilient, performant technology that achieves best in class colleague, customer and broker experience.

The role holder will be accountable for:

• Setting and driving to the north star for the customer journeys owned, demonstrating strong understanding of the external environment to develop this.
• Leading and developing a 3-year Technology and Execution Roadmap for mortgage servicing, including identification of future solutions and assessment of build vs buy (collaboration for technology) and delivery of the associated outcomes (to enable delivery of BUK Golden metrics) and measures of how effective change is.
• Communicating the transformation plan – including how we align to objectives and key results and design principles.
• Ensuring agile practices are understood and utilised across BUK Mortgages.
• Ensuring digital journeys align to BUK digital strategy and perform to the levels expected.
• End to end Customer Journey Management and ownership (customer metrics including NPS and complaints, journey funnel management and controls).

Key Accountabilities 

Core accountabilities

• Setting a north star vision for the customer journeys within your accountability
• Execution of multi-year roadmap to deliver mortgage servicing experience covering end to end delivery; augmented with key thematic transformation focus areas (e.g. cost, digitisation, paper etc)
• Collaboration with journey owners across Mortgages to ensure delivery of the plan, including ensuring SME knowledge is captured to enable knowledge sharing
• Accountable to the Leadership team for delivering the contribution to enable commitment delivery.
• Backlog management for the mortgage servicing experience (aligned to product owner role in an agile environment and in collaboration with all teams)
• Ensure Transformation and Change governance in conjunction with technology is delivered - including budget management and benefits management
• Ways of working – support uplift of team and broader journey owners across Mortgages to be able to work using agile methods, including embedding all tools and techniques (OKR, JIRA, PI Planning etc)
• Ensure end to end service management standards for technology applications are robust and automated
• Support development of digital roadmap in conjunction with BUK Digital Business
• Leadership of cross functional teams within the customer lab and feature teams (task leadership for those across the virtual team from Mortgages)
• Own the 3-year customer journey roadmap working in partnership with key stakeholders.
• End to end customer journey mapping including controls to support the customer journey – ensuring all customer journey artefacts are produced and kept up to date.
• Responsible for the continued monitoring and associated action plan across key MI such as complaint data, operational task data, NPS, internal and external research and call volume data.
• Acting as key SME where decision or input is required around regulatory change and the associated impact to customer journeys.
• Acting as a key SME for incident management as required.

Other key accountabilities

• Lead a team in the development of customer level strategies & solutions that are tailored to customers’ needs
• Leverage comprehensive knowledge of the financial services industry and relative positioning of the company’s products and services, to shape strategy
• Develop different commercial and business journey propositions through a strong understanding of the financial drivers of the P&L for the relevant segment/ proposition/ journey.
• Provide thought leadership and influence how Barclays can respond to disruption from new business models, including disruptive models enabled by new Fintech developments
• Partner with teams and senior stakeholders across Barclays to understand and optimise operational models to deliver efficiencies in the business and reduce the cost of operating the business
• Lead on creating new strategic partnerships, internal or external as required, and manage ongoing strategic partnerships that support in the delivery of key business outcomes
• Use expert influencing, negotiating, and presenting skills to harness buy in from senior stakeholders and represent the team at key strategic meetings inside and outside the bank as necessary.
• Build strategic thinking within teams through coaching and collaboration and create a psychologically safe environment that encourages and values innovation, trying new approaches and learning from failure
• Build a high-performance culture and working environment that attracts and retains game changing talent that will transform the bank, delivering a change in culture and mind-set that drives us to be truly collaborative and customer obsessed
• Be a confident decision maker, utilising data and qualifying against potential risks across your journeys.
• Take accountability for maintaining product/service integrity by ensuring legal and regulatory compliance and driving effective risk management in the team by; creating reliable and sustainable solutions for mitigating risk; resolving audit findings; reporting at relevant governance fora; and making timely escalations in accordance with the Enterprise Risk Management Framework.