Job Description

Purpose of the role

To manage the implementation of strategic change initiatives to enhance the banks operational efficiency.

Accountabilities

Management of strategic operational changes and initiatives to enhance the bank's operational efficiency and effectiveness, including the identification and assessment of changes on people, processes, and systems.
Collaboration with internal stakeholders, including business leaders, project managers and SMEs to support business operation team and promote alignment between operations with the bank’s objectives.
Development and implementation of change management strategies and effectively communicate the strategies so they are understood and adopted by stakeholders.
Management and development of KPIs to measure the effectiveness of business functions, utilising data and technology to support the identification of areas that require improvement.
Comply with all regulatory requirements and internal policies related to change management.
Provision of guidance and support to stakeholders throughout the operational change management process through training and coaching.

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.

Embark on a transformative career journey as Specialist Change Analyst at Barclaycard as part of Payments Acceptance Transformation team. In this role, you will play a key part in improving our current telephony technology, as well as delivering channel and digital services that contribute to a wider transformation programme focused on growing our business for the future. This is a great opportunity for an AWS IVR expert to future-proof their skillset for the digital & AI age.

The role combines hands-on change delivery with operational readiness and strong stakeholder management. You will take ownership of end-to-end delivery, ensuring that all change is effectively implemented, operationally ready, and safely embedded with minimal disruption. This will include the ownership of the IVR estate, change, roadmap and configuration to optimise performance.

To be successful as a Specialist Change Analyst, you should have:

Expertise on implementing change on an AWS IVR system with a practical understanding of contact centre and digital change in a complex operational environment
Optimising automated telephony services and delivering Customer experience improvements
Analysis of IVR and routing effectiveness; studying MI and creating, proposing and delivering improvements for customer and business.
Hands-on experience with AWS configuration and cloud-based channel technologies.
Confidence managing multiple stakeholders across Product, Technology, Operations, and Commercial teams.
Experience delivering channel or digital service change (e.g. chat, portals, or customer interaction platforms).

Strong change delivery and project management capability owning end-to-end delivery (from planning through to go-live and stabilisation).
Sound understanding of operational readiness, risk and controls.
Clear, confident communicator with a pragmatic, delivery-focused mindset.

Other highly valued skills include:

Experience in Financial Services or similar contact centre environments
Experience working in large, matrixed organisations with global stakeholders.
Experience supporting continuous improvement using MI, customer contact drivers, and performance data.

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 performed from Northampton, London or Glasgow, with a hybrid working model of working a minimum of 2/3 days per week in the office.