Join us as a Customer Outcomes and CX Reporting Senior Manager at Barclays, where you’ll lead the design, implementation, and continuous evolution of customer experience and outcomes reporting across the organisation. This pivotal role provides a unified, data-driven view of customer experience, translating insight into impactful reporting and executive-level storytelling that drives a culture of evidence-based improvement.
In this role you will be responsible for board and regulatory reporting, including oversight of reporting on our Consumer Duty embedment, customer outcomes, and complaints. Designing and delivering actionable dashboards and reporting frameworks that surface key insights and drive strategic decisions. This includes leading the development of joined-up views of customer experience, connecting data across journeys, channels, and touchpoints. You will be championing continuous improvement through evidence-based recommendations and performance tracking.

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

• Good analytical and problem-solving skills, with the ability to distil complex data into clear, compelling narratives.
• Proven ability to communicate effectively with both technical and non-technical audiences, including senior stakeholders and board-level executives.
• Good stakeholder management and influencing skills, with experience navigating complex organisational structures.
• A passion for reporting excellence, with a track record of creating high-impact dashboards and storytelling artefacts that drive action.
• Good working knowledge of complaints, Consumer Duty, customer experience (CX), and customer journeys, with the ability to reflect these themes in meaningful reporting and insight.

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 either Northampton or London.

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.

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.