Customer Outcomes and CX Reporting Manager

As Customer Outcomes and CX Reporting Manager, you will oversee the production of customer experience and outcomes reporting to senior stakeholders across the organisation. This will involve analysing customer data, translating insights into actionable business needs, and collaborating with senior stakeholders. You'll be responsible for drafting and reviewing Board and Executive-level reports, collating performance narrative and driving continuous improvement in reporting.

To be successful as a Customer Outcomes and CX Reporting Manager at Barclays, you should have experience with:

• Experience working with large and complex data sets, turning insights into practical business actions.

• Confident in creating clear, accurate reports and materials.

• Good time management skills, with the ability to stay organised and meet deadlines.

• Comfortable working with and supporting senior stakeholders across different teams.

• Good understanding of compliance, regulatory requirements, and customer experiences (CX).

• Previous experience in keeping management reports and dashboards up to date, making sure key performance indicators (KPIs) are easy to understand and act on.

Some other highly valued skills may include

• Good communication skills.

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 (1CP) or Northampton.

Purpose of the role

To support the bank's decision-making processes by providing timely, accurate, and insightful information through designing, developing, and maintaining management reports and dashboards that effectively communicate key performance indicators (KPIs) and trends across various business units. 

Accountabilities

• Design and development of comprehensive reports and dashboards using various data visualization tools and techniques.
• Design, development and implementation of automated report generation processes for improved efficiency and timeliness.
• Identification and analysis of business requirements to define report content and format.
• Maintenance and updating of existing reports and dashboards to reflect changing business needs, including co-ordination of reporting template releases and related administrative tasks.
• Development of robust processes & controls for collating input data & seeking signoffs as required.
• Engagement with stakeholders as needed to ensure up to date data is incorporated into reporting.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• 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 lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders 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.