Head of Experience Design, Barclaycard Payments - London, United Kingdom - Barclays

Barclays

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Head of Experience Design, Barclaycard Payments
London, Northampton or Sunderland

About Barclays Payments Digital, Data & Analytics

Digital, Data & Analytics are responsible for driving the digital and customer transformation and being the data hub of Barclays Payments.

The team leads the strategy, insights, analytics and development & execution of digital initiatives for both Corporate and Business customers across Acquiring and Issuing.

We enable growth by identifying opportunities and leveraging data & digital to deliver frictionless customer experiences.

What will you be doing

The Customer Experience organisation champions and drives the experience agenda at all levels and across all areas of the organisation. We believe that experiences (of both our customers and our colleagues) must be at the heart of everything we do and are critical to achieving Barclaycard Payments' vision.
Barclaycard Payments has always focused on delivering excellent experiences, and this team is at the front and centre of this change. We respond rapidly to market changes in order to offer new, necessary and exciting experiences. The team champions and drives the customer agenda at all times and works with talented experts across Digital, Product, Commercial, Technology, Operations, Marketing and Control.
The aim of the team is to ensure all work is based on the Voice of the Customer and facilitates creation of industry best practice across our processes and methodology for use in a federated way across the design of digital and nondigital services and experiences. The Customer Experience team define the agenda and strategy for change, championing an iterative delivery approach to problem solving, and creating a persistent model for shaping and scaling change that adds real value, around the customer need.
Play a leadership role in embedding a Product, Service and Experience Design within Barclaycard Payments
Build a culture of design thinking, continuous improvement, experimentation and testing throughout product development lifecycles
Provide a clear vision of success and influence Director and Managing Director level stakeholders to support agenda
Exceed targets and expectations across experience and design metrics, including value case realisation, customer outcomes and targets

What we're looking for

Experience building teams and strategy from scratch across multiple locations
Trailblazer on design led thinking and service design and indepth experience in leadership design roles in hour or within an agency setting
Outstanding communicator ensuring everything is written in the language of the customer, with strong storytelling skills and ability to facilitate workshops
Solution and delivery focused mindset, able to spot problems early and resolve quickly
Inspirational people leader, with proven experience in building and developing teams
Experience in web, desktops mobile/native app, and API design
Experience in running and facilitating workshops for discovery, definition and design

Skills that will help you in your role

Extensive portfolio showcasing your passion for solving complex problems for customers
Helpful domain experience: ecommerce, small business, business to business (B2B)
Passionate about and experience in building for product accessibility and inclusion
Experience in a complex, nondesign led organisation

Where will you be working

In the heart of Canary Wharf, our headquarters at Churchill Place boasts onsite amenities such as; a gym, staff restaurant and deli bar, and is easily accessible by tube and bus links.

With a population of around 5000 staff the atmosphere is second to none with a real buzz being created around the offices within or at our Northampton or Sunderland hub.