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Barclays

Advocacy Creation CX Manager

Barclays

Barclays CX Manager defining customer advocacy strategy across UK banking services. Using insights and NPS to improve loyalty, experiences, and measurable business outcomes.

Posted 8/7/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing product and customer advocacy strategies, driving change through cross-functional collaboration, and leveraging customer insights to deliver measurable business outcomes. Proficient in risk management, strategic thinking, and implementing effective solutions within Agile environments.

Highest-signal resume keywords
Cross-Functional Project LeadershipCustomer Advocacy Strategy DevelopmentAgile and Scaled Agile Framework (SAFe) ExperienceAnalytical Skills for Business InsightsStakeholder Engagement and Influence

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Product ManagementBusiness Case DevelopmentMarket Trend AnalysisRisk and Controls KnowledgeChange and Transformation ManagementCustomer Insights InterpretationProcess Improvement ImplementationFinancial Driver AnalysisTechnical Feasibility EvaluationUser Testing and Prototyping
Soft Skills
Stakeholder InfluenceCollaborative LeadershipComplex Problem SolvingEffective CommunicationStrategic Thinking
Industry Keywords
Customer Experience (CX)Digital TransformationBusiness AcumenNPS (Net Promoter Score)Governance

About the role

Key responsibilities & impact
  • Manage and develop existing and new products and/or services
  • Own related customer and colleague journeys where applicable
  • Develop the product and customer advocacy strategy
  • Drive change through Barclays execution teams and make key product lifecycle decisions
  • Develop customer-level strategies and solutions tailored to customers’ needs
  • Advise stakeholders across the bank on products, propositions, and customer and colleague journeys
  • Define priorities and lead execution of product and service strategies
  • Develop commercial and business models based on financial drivers
  • Evaluate technical feasibility, legal compliance, and risks of new products
  • Monitor market trends and analyze employee and customer feedback through prototypes, user testing, and beta programs
  • Manage launch plans, technical deployments, rollout timelines, marketing, training, and communications
  • Monitor adoption, usage, customer satisfaction, complaints, and revenue metrics
  • Define and own the customer advocacy strategy within the CX Delivery Team
  • Embed customer advocacy strategy across Marketing, Digital, Operations, Segments, and Propositions
  • Use customer insights and business data to identify opportunities, recommend actions, and drive measurable outcomes focused on customer voice and NPS
  • Influence business decisions and turn insight into action and results
  • Manage risk, strengthen controls, and support governance
  • Lead collaborative assignments, guide team members, and consult on complex issues
  • Engage in complex analysis of internal and external data and communicate complex information
  • Influence stakeholders to achieve outcomes

Requirements

What you’ll need
  • Proven ability to lead and deliver cross-functional projects
  • Experience building robust business cases and assessing return on investment
  • Ability to present evidence-based recommendations for decision-making
  • Excellent analytical skills
  • Ability to interpret customer, market, and business insights
  • Ability to identify opportunities and translate findings into measurable business outcomes
  • Demonstrated ability to influence and engage stakeholders at all levels
  • Experience driving alignment, adoption, and strategic change delivery
  • Ability to identify process improvement opportunities and implement effective solutions
  • Experience working within Agile and Scaled Agile Framework (SAFe) environments is highly valued
  • Knowledge of risk and controls, change and transformation, business acumen, strategic thinking, and digital and technology may be assessed
  • Professional knowledge and skills appropriate to an Assistant Vice President role

Benefits

Comp & perks
  • Company meetings
  • Commitment to sustainability
  • Recognition programs
  • Barclays Values of Respect, Integrity, Service, Excellence and Stewardship
  • Barclays Mindset of Empower, Challenge and Drive