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.

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. 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 requirements..
• 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. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others..
• OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• 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.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• 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. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills to achieve outcomes.

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.

Join us as a Product Customer Outcomes Manager at Barclays where you will help shape the future of banking by working closely with product, journey, technology, and change teams, the individual will analyse customer and MI data to identify pinch points, emerging risks, harms, and opportunities for improvement, ensuring products and services deliver good customer outcomes, particularly for vulnerable customers. The role involves coaching and influencing colleagues to embed customer-focused thinking, leveraging AI and data-driven insights to enhance customer experiences, and assessing the impact of new products and journey changes. The successful candidate will also provide meaningful reporting and recommendations to senior governance forums, including board updates, control committees, and working groups, supporting effective oversight, risk management, and continuous improvement.

To be successful as a Product Customer Outcomes Manager you must have the following essential skills:

• Demonstrable experience in a customer-focused role, with a considerable understanding of customer outcomes and the regulatory requirements that support fair customer treatment.
• Proven experience analysing and interpreting management information (MI), customer data, and performance metrics to identify trends, risks, and opportunities for improvement.
• Experience coaching, influencing, and supporting colleagues and stakeholders to embed customer-centric behaviours and improve customer outcomes.
• Considerable risk management experience, including identifying, assessing, and mitigating customer, conduct, and regulatory risks.
• Experience considering and supporting the needs of vulnerable customers, ensuring products, services, and journeys deliver fair and positive outcomes.
• Knowledge of product management and end-to-end customer journeys, with the ability to identify customer pain points and drive improvements.
• Experience working collaboratively with technology, data, and change teams to deliver business and customer-focused solutions.
• Proven ability to communicate complex information clearly and effectively to senior stakeholders, including boards, committees, and governance forums.
• Experience leading and influencing stakeholders across multiple functions to deliver customer, regulatory, and business objectives.
• Demonstrable experience driving simplification , improving processes, customer journeys, and ways of working.
• Experience working within Agile environments and multidisciplinary teams to deliver continuous improvement and change.

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 London, Northampton or Cardiff.