CX Strategy Lead (VOC)
Wilmington, DE

As a Barclays CX Strategy Lead (VOC), you will be responsible for managing and elevating insights for our CX Voice of Customer (VOC) program at Barclays. Your key responsibilities will include managing the NPS/VOC survey program, monitoring complaints, NPS performance, and understanding key drivers. You will also produce periodic reports on score performance and deliver customized analytic deep dives to better understand opportunity areas.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.

We currently offer a hybrid working model where colleagues have the flexibility to split their time working from home and an office. Everyone has the opportunity to integrate their professional and personal lives through this dynamic working model.

What will you be doing?

• Analyzing how customer satisfaction impacts performance
• Creating compelling recommendations and presentations that influence key stakeholders to address opportunities in our digital and non-digital touchpoints
• Collecting voice-of-the-customer feedback and incorporate market research to identify related gaps, competitive intel, and industry trends
• Having developed communication and diplomacy skills in order to guide, influence and convince others, in particular colleagues in other areas
• Staying abreast of developments within the field and contributing to directional strategy by considering how it applies across the business
• Assess existing survey approach, business processes, documents, communications, and digital tools to suggest future investments and prioritizations

What we’re looking for:

• Bachelor's degree in business, marketing, or a related field
• Five plus years of experience in customer experience, VOC, Net Promoter Score (NPS) and other customer satisfaction metrics
• Hands-on experience with survey tools and VOC platforms (Qualtrics, Verint or Concentrix, etc.)
• Experience Interpreting customer data (both behavioural and operational) as well as internal data to help inform customer experience strategy

In addition to the skills required to execute the job well, we're looking for people with the following capabilities to grow and contribute to our culture:

• Empathy: An ability to see a situation from another person’s perspective
• Ownership: A strong sense of pride in your work
• Connection: Build relationships with partners and colleagues
• Innovation: Openness to finding creative solutions
• Persistence: Desire to go above and beyond when necessary to get the job done
• Collaboration: Work well with others while building projects together

Skills that will help you in the role:

• Experience with data analysis and visualization tools (e.g., Excel, SAS, Tableau)
• Prior experience collaborating with digital product, UX, and operations teams
• Experience with customer journey mapping and customer segmentation
• Knowledge of the financial services industry and regulatory environment is a plus

At Barclays we understand that power of great customer experiences and we work hard every day to make sure that the needs and expectations of our customers are met and exceeded. We focus our energies on making every customer engagement better than before.

Where will you be working?

Barclays’ Wilmington campus boasts a recently renovated office space featuring a cafe, coffee bar, wellness breakout spaces and more. The campus is located along the historic Wilmington Riverfront where a glance out our windows reveals a scenic look at the Christina River and a growing riverfront community of luxury apartments, shops and restaurants. Additionally, the Wilmington train station is a short walk away, making travel from New York and Washington, DC fast and convenient

We offer an environment that enables you to thrive and make an impact. Our colleagues are hard-working, focused on solutions, and collaborative. Here you will find people helping people at every level. Our culture is dedicated to innovation and maintaining a sense of balance and well-being.

#LI-Hybrid