Head of Customer Journey and Product Delivery

This is regulated role

Success Measures

• Improved speed, predictability, and quality of delivery across assigned USCB Customer Journeys.
• Clear end-to-end accountability and ownership at journey level, with measurable improvements in customer experience, operational performance, and business outcomes.
• High engagement and effectiveness of journey-aligned Product and Technology teams, with strong confidence from senior leaders in prioritisation and delivery transparency.
  
  
  

Experience & Capabilities

• Significant senior leadership experience in product, change, or delivery roles within a complex, matrixed organisation, with proven accountability for end-to-end customer or journey outcomes.
• Strong understanding of journey-led and agile delivery models at enterprise scale, with the ability to balance speed, risk, controls, and operational resilience.
  
  
  

Leadership Profile

• Outcome-oriented, pragmatic, and comfortable operating through ambiguity, with the ability to simplify complexity and align senior stakeholders around clear priorities.
  
  
  

Purpose of the role

The Head of Customer Journey Product Delivery is accountable for end-to-end delivery of change and customer outcomes across a defined portfolio of USCB Customer Journeys, operating within the USCB Customer Journey and Enterprise Agile operating model.

The role ensures that journey-aligned Product/CX/Digital teams are focused on the right priorities, operating with clear accountability, and delivering meaningful outcomes for customers, colleagues, partners, and the business—faster and at scale.

Accountabilities

Customer Journey Delivery & Accountability

• Own delivery across assigned USCB Customer Journeys, with accountability for end-to-end journey performance, experience, and change outcomes.
• Ensure each journey delivers against agreed business priorities, customer needs, risk and control requirements, and operational performance targets, maintaining clear ownership across channels, products, and platforms.
  
  
  

Journey-Aligned Product & Delivery Leadership

• Lead senior product and delivery leaders aligned to journey teams, including Product Owners and partner teams across Technology, CX, Operations, Risk, and Controls.
• Translate USCB priorities into clear, outcome-based journey roadmaps and delivery plans, ensuring focus on material customer and business outcomes.
  
  
  

Ways of Working (WoW) Leadership

• Embed and continuously mature USCB Ways of Working across journey-aligned, persistent teams.
• Own the Product practice and being accountable for building / maturing the Product Owner capability and resource set across USCB
• Sponsor effective quarterly planning (PI Planning), prioritisation, and dependency management, enabling empowered teams with clear decision rights and escalation paths.
  
  
  

Prioritisation, Investment & Transparency

• Lead journey-level prioritisation and sequencing of work in partnership with business, technology, and finance leaders.
• Provide transparent visibility to senior stakeholders on delivery progress, risks, trade-offs, and realised benefits.
  
  
  

Senior Stakeholder Leadership

• Partner closely with ExCo-1 leaders and Journey Owners, representing journey delivery performance and priorities in executive governance and decision forums.
• Strengthen cross-functional alignment across Product, Technology, Operations, Marketing, Risk, and Compliance.
  
  
  

People & Capability Leadership

• Build, develop, and retain high-performing product and delivery leadership talent across journey teams.
• Role-model accountability, collaboration, and continuous improvement while strengthening product and agile capability in line with the USCB model.
  
  
  

Managing Director Expectations

• To manage a large, complex or diverse function and take accountability for the strategic direction of the function to significantly strengthen successful and efficient businesses and contribute to the strategic initiatives of the Barclays Group
• Lead and mentor high performing teams and embed a performance culture aligned to the values of the business. Or for an individual contributor, they lead organisation wide projects, act as a profound technical expert and thought leader, Identifying new and innovative/ground breaking ways of working. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions.
• Drive and achieve overall success and / or competitiveness of a business division by influencing senior leaders and committees.
• Strategically assess and manage risks to protect the business division / function and growth.
• Influence company policy and develop functional procedures in conjunction with senior leaders / strategic positions across the business.
• Demonstrate interpretative thinking for innovative solutions in complex situations and conceptual thinking in completely new situations.
• Exercise management authority to make significant / complex business and strategic decisions that impact the Barclays Group, business division or function.
• Negotiate with and influence stakeholders at a senior level both internally and externally and foster growth for Barclays business.
• Mandated as the business division/ functional spokesperson or representative to external bodies and shapes the public image of Barclays.
• Demonstrate exceptional knowledge of how business divisions and functions integrate with the Group to achieve the overall business objectives alongside industry theories and practices within own discipline.
• Maintain broad and comprehensive functional expertise and significant product knowledge.
• Accountable for the control and governance agenda of the business division / function.
• Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays.
  
  
  

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.