Customer and Client Experience Manager

Responsibilities

• Map and analyze the customer journey across all touchpoints to identify pain points and opportunities for improvement.
• Develop customer personas to personalize experiences based on demographics, behavior, and specific needs.
• Design and implement strategies to improve customer satisfaction, loyalty, and key NPS metrics.
• Collaborate with cross-functional teams to ensure consistent messaging and branding across all customer-facing channels.
• Use customer insight and behavioral data to design journeys that support clients at key financial decision-making moments.
• Reduce friction and simplify client interactions across both digital channels and adviser-led experiences.
• Advise and influence decision-making to improve operational effectiveness and contribute to policy development.

Requirements

• Experience in lifecycle, CRM, or growth-focused marketing.
• Background in wealth management or an investment platform environment.
• Proven experience in designing and delivering customer journey activities.
• Strong ability to use customer data and behavioral insights to drive decision-making.
• Excellent stakeholder management skills with the ability to influence without direct ownership.

Preferred Qualifications

• Experience connecting lifecycle activity with paid media and retargeting to create joined-up experiences.
• Ability to organize and coordinate complex workstreams across multiple different teams.
• Strong business acumen and strategic thinking capabilities.

About the Company

Barclays is a leading international financial services group. We pride ourselves on a culture built on our core values of Respect, Integrity, Service, Excellence, and Stewardship. We are committed to creating an environment where our people can thrive, collaborate, and make a meaningful difference in the lives of our clients.