Senior Vice President – Client Experience & Enablement

About the position

Embark on a transformative career journey as a Senior Vice President – Client Experience & Enablement at Barclays, where you will shape and lead a proactive, insight-driven client experience function that delivers exceptional outcomes for clients and the business. As a senior leader, you will be responsible for evolving the Client Experience Partner (CEP) function from a reactive servicing model to a strategic client enablement capability. Working closely with Coverage, Operations, Technology, Product, and Change teams, you will champion a client-centric approach that identifies root causes, drives digital adoption, and delivers scalable improvements that enhance both client satisfaction and operational effectiveness. You will build and inspire a high-performing team of Client Experience Partners, fostering a culture of accountability, collaboration, continuous improvement, and data-driven decision making. Acting as the voice of the client internally, you will influence business priorities, shape service strategies, and ensure client insights are translated into tangible improvements across the organisation. The successful candidate will bring a proven track record of leading client experience transformation, build strong stakeholder relationships, and deliver measurable outcomes in complex, matrix environments. You will combine strategic thinking with execution excellence, balancing client needs, commercial objectives, and risk considerations to create lasting value. If you are passionate about improving client experiences, leading high-performing teams, and driving enterprise-wide change, this is an opportunity to make a significant impact at scale while helping shape the future of client engagement at Barclays.

Responsibilities

  • Development of strategic direction for sales, including the implementation of up to date methodologies and processes.
  • Management of sales, including oversight of colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness.
  • Relationship management of sales stakeholders, including identifying relevant stakeholders, and maintenance of the quality of external third party services.
  • Development and implementation of policies and procedures for sales.
  • Management of sales risk, including identification of potential risks, development of strategies to mitigate those risks, and maintenance of alignment between the bank’s sales and compliance functions.
  • Monitoring the financial performance of sales department, including revenue, profitability, and cost control.
  • Conducting thorough market research to understand market trends, competitive landscape, and regulatory changes to identify market opportunities.
  • Contribute or set strategy, drive requirements and make recommendations for change.
  • Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures.
  • If managing a team, they define jobs and responsibilities, planning for the department’s future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes.
  • They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements.
  • 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.
  • OR for an individual contributor, they will be a subject matter expert within own discipline and will guide technical direction.
  • They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments.
  • They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions.
  • Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
  • Manage and mitigate risks through assessment, in support of the control and governance agenda.
  • Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
  • Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
  • Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
  • Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives.
  • In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
  • Adopt and include the outcomes of extensive research in problem solving processes.
  • Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills 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.
  • Shape and lead a proactive, insight-driven client experience function that delivers exceptional outcomes for clients and the business.
  • Evolve the Client Experience Partner (CEP) function from a reactive servicing model to a strategic client enablement capability.
  • Champion a client-centric approach that identifies root causes, drives digital adoption, and delivers scalable improvements that enhance both client satisfaction and operational effectiveness.
  • Build and inspire a high-performing team of Client Experience Partners, fostering a culture of accountability, collaboration, continuous improvement, and data-driven decision making.
  • Act as the voice of the client internally, influencing business priorities, shaping service strategies, and ensuring client insights are translated into tangible improvements across the organisation.
  • Bring a proven track record of leading client experience transformation, build strong stakeholder relationships, and deliver measurable outcomes in complex, matrix environments.
  • Combine strategic thinking with execution excellence, balancing client needs, commercial objectives, and risk considerations to create lasting value.
  • Make a significant impact at scale while helping shape the future of client engagement at Barclays.

Requirements

  • Proven experience leading client experience or client enablement transformation, delivering measurable improvements in client outcomes, service quality, and operational effectiveness.
  • Strong strategic and insight-led thinking, with the ability to use data and client insights to identify root causes and drive scalable, client-centric improvements.
  • Demonstrated success in evolving reactive servicing models into proactive, insight-driven client experience functions focused on demand reduction and client enablement.
  • Exceptional stakeholder management and influencing skills, with the ability to build trusted relationships across Coverage, Operations, Technology, Product, and Change.
  • Proven leadership capability, including building and developing high-performing teams and embedding a culture of accountability, collaboration, and continuous improvement.
  • Strong ability to operate effectively in a complex, matrix organisation, balancing competing priorities while delivering end-to-end client outcomes.
  • Strong communication and senior stakeholder engagement skills, with credibility to act as the voice of the client and influence business priorities.
  • Proactive, forward-thinking mindset with the ability to challenge existing approaches and drive meaningful, sustainable change.
  • Risk and controls understanding.
  • Change and transformation experience.
  • Business acumen.
  • Strategic thinking.
  • Digital and technology understanding.
  • Job-specific technical skills.

Nice-to-haves

  • Evidence Based Product Ownership Experience.
  • Experience working within financial services or other large, complex, regulated organisations.
  • Experience driving digital adoption, self-service enablement, and client journey simplification.
  • Exposure to working with or supporting Coverage / Relationship Management teams in delivering client outcomes.
  • Experience working across Operations, Technology, Product, and Change to deliver end-to-end service improvements.
  • Familiarity with using client experience metrics, feedback, and operational data to measure impact and inform decision-making.
  • Experience influencing service strategy, operating models, or large-scale transformation programmes.
  • Understanding of risk and control frameworks within a regulated environment, balancing client outcomes with governance requirements.
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