Advocacy Creation CX Manager

Join us as an Advocacy Creation CX Manager. In this high-impact role within our CX (Customer Experience) Delivery Team, you will define and own our customer advocacy strategy, shaping what advocacy means for our customers and how we build loyalty, deepen relationships, and improve customer experiences. Working closely with a range of stakeholders including Marketing, Digital, Operations, Segments and Propositions, you will embed the advocacy strategy across the business, ensuring customer advocacy is brought to life. Using customer insights and data from across the business you will identify opportunities, recommend actions, and drive measurable outcomes, with a particular focus on customer voice and Net Promoter Score (NPS) performance. This is a fantastic opportunity to take accountability for a key strategic agenda, influence business decisions, and showcase your ability to turn insight into action and results.

To be successful as an Advocacy Creation CX Manager, you must have the following essential skills:

• Project Management – Proven ability to lead and deliver cross-functional projects to ensure successful implementation of the advocacy strategy.
• Business Case Development & Return on Investment Assessment – Experience building robust business cases, evaluating return on investment, and presenting evidence-based recommendations to support decision-making.
• Insight Analysis & Outcome Delivery – Excellent analytical skills with the ability to interpret customer, market, and business insights, identify opportunities, and translate findings into measurable business outcomes.
• Stakeholder Management & Change Management – Demonstrated ability to influence and engage stakeholders at all levels, driving alignment, adoption, and successful delivery of strategic change.
• Continuous Improvement Mindset – Ability to identify process improvement opportunities, implementing effective solutions, and enhancing customer and business performance.

Some Other Highly Valued Skills May Include

• Agile & Scaled Agile Framework (SAFe) – Experience working within Agile and Scaled Agile environments.

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 will be based in London or Manchester.

Purpose of the role To manage and develop existing and new products and/or services; and where applicable, ownership of related customer and colleague journeys, develops the product strategy, drive change through Barclays execution teams, make key decisions in the product lifecycle and own associated outcomes for customers, colleagues and the bank, achieved through appropriate service level agreements, regulatory compliance, risk management and controls.

Accountabilities

• Development of customer level strategies & solutions that are tailored to customers’ needs.
• Subject Matter Expert in the applicable Product/Proposition team and be able to confidently guide and advise stakeholders at all levels in the Bank on the application of existing and new products/propositions and related customer and colleague journeys.
• Development of product propositions, and/or service strategy, define the priorities for delivering the outcomes needed to deliver the strategy and lead execution of the priorities.
• Development of different commercial and business models through a strong understanding of the financial drivers of the P&L for the relevant segment/ proposition/ journey.
• Evaluation of the technical feasibility, legal compliance, and potential risks associated with the development and launch of the new product.
• Monitoring of market trends and analysis feedback from internal employees and target customers through prototypes, user testing sessions, and beta programs to identify areas for improvement to refine the product / process before launch.
• Management of comprehensive launch plans and technical deployments for products that establish rollout timelines, marketing strategies, training initiatives and communication channels to promote the launch new products effectively.
• Monitoring of key metrics such as adoption rates, usage patterns, customer satisfaction (including complaints), and revenue generation to assess the product’s performance against set goals.

Assistant Vice President Expectations

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