As a Head of CX Product, you will play a defining role in shaping the future of how millions of customers experience our bank — setting the vision, strategy, and standards that guide the journeys, channels, and capabilities at the heart of their financial lives. This is a rare opportunity to lead at enterprise scale: orchestrating multidisciplinary teams, aligning executives around bold product direction, and influencing some of the most critical customer, regulatory, and commercial outcomes in the organisation.
You will champion insight‑driven, customer‑centred design; steward the performance and evolution of core digital experiences; and ensure that every decision — from strategy to investment to delivery — builds clarity, confidence, and long‑term value for the people and businesses we serve. In this role, you won’t just shape products; you will help shape the organisation's future.
Key Accountabilities
- Execution of market research to understand the competitive landscape, identify market trends and opportunities, and develop strategies to capture market share within the commercial banking segment, taking into consideration industry, size, and growth stage.
- Development of appropriate pricing models for different products and services, ensuring profitability while remaining competitive in the market.
- Development, implementation and management of innovative financial solutions, services and products aligned to the banks objectives and are tailored to the commercial banking segment, including loan products, cash management solutions, and trade finance services.
- Identification and forging of strategic partnerships with other financial institutions, technology providers, or industry experts to expand product offerings and reach new client segments.
- Management of key stakeholder relationships within target companies to understand their needs and recommend appropriate solutions.
- Development and implementation of sales strategies including the establishment of sales targets, identification of sales channels to reach potential clients and objectives for loan terms to support the negotiation process and development of service agreements.
- Monitoring of key leading and lagging metrics such as new client acquisition, loan volume, revenue generation, and market share to assess the performance of the commercial banking segment. Funnel and journey optimisation are key to delivery of service and commercial performance.
- Set and lead the multi‑year product strategy for your domain, translating customer insight, market signals, regulatory expectations, and operational performance into a clear direction that delivers long‑term value for our business, and our customers.
- Govern investment and prioritisation, making value‑based decisions in partnership with Finance, Risk, Operations, Technology, and Commercial to balance customer outcomes, commercial performance, operational efficiency, and regulatory obligations.
- Ensure joined‑up delivery across journeys, channels, platforms, and ARTs, creating alignment mechanisms that remove silos, resolve cross‑team dependencies, and enable multidisciplinary teams to deliver customer value at pace.
- Own experience quality and service performance across the domain, monitoring customer, operational, and interaction data to improve reliability, reduce friction, eliminate failure demand, and build predictable, safe, simple experiences.
- Develop, coach, and empower Product Managers and Product Owners, building a high‑performing community with strong product judgement, strategic capability, psychological safety, and clear career pathways.
- Influence enterprise leadership and cross‑bank decision‑making, clearly articulating strategy, risks, trade‑offs, and investment choices to executive stakeholders and governance forums.
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.
Director Expectations
- To manage a business function, providing significant input to function wide strategic initiatives. Contribute to and influence policy and procedures for the function and plan, manage and consult on multiple complex and critical strategic projects, which may be business wide..
- They manage the direction of a large team or sub-function, leading other people managers and embedding a performance culture aligned to the values of the business. Or for an individual contributor, they lead organisation wide projects and act as deep technical expert and thought leader, identifying new ways of working and collaborating cross functionally. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
- Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives.
- Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function.
- Escalates breaches of policies / procedure appropriately.
- Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence.
- Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate.
- Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives.
- Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives.
- Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations.
- Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area.
- Negotiate with and influence stakeholders at a senior level both internally and externally.
- Act as principal contact point for key clients and counterparts in other functions/ businesses divisions.
- Mandated as a spokesperson for the function and business division.
All Senior 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.
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.
