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 insightdriven, customercentred 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 longterm value for the people and businesses we serve. In this role, you wont just shape products; you will help shape the organisation's future.

Key Accountabilities

• Set and lead the multiyear product strategy for your domain, translating customer insight, market signals, regulatory expectations, and operational performance into a clear direction that delivers longterm value for our business, and our customers.
• Champion a customercentred product culture, ensuring teams apply the Customer Way, CX Standards, inclusive design, and endtoend journey thinking to drive clarity, confidence, and responsible financial decisions.
• Govern investment and prioritisation, making valuebased decisions in partnership with Finance, Risk, Operations, Technology, and Commercial to balance customer outcomes, commercial performance, operational efficiency, and regulatory obligations.
• Ensure joinedup delivery across journeys, channels, platforms, and ARTs, creating alignment mechanisms that remove silos, resolve crossteam 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.
• Provide strategic clarity into PI Planning, converting strategy and insight into meaningful, outcomeoriented PI objectives that teams can translate into sequenced delivery plans.
• Sponsor continuous improvement and behavioural excellence, reducing sludge, unnecessary friction, poor decision architecture, and operational pain points through experimentation, hypothesisled discovery, and disciplined testandlearn.
• Lead regulatoryaligned and ethical decisionmaking, acting as a senior guardian of Consumer Duty, vulnerability considerations, bias awareness, and responsible product design throughout the product lifecycle.
• Develop, coach, and empower Product Managers and Product Owners, building a highperforming community with strong product judgement, strategic capability, psychological safety, and clear career pathways.
• Influence enterprise leadership and crossbank decisionmaking, clearly articulating strategy, risks, tradeoffs, and investment choices to executive stakeholders and governance forums.

Skills, Experience & Capabilities

• Proven product strategy and portfolio leadership, with the ability to set multiyear strategies that align customer needs, commercial ambitions, regulatory priorities, and organisational goals ensuring your portfolio forms a coherent, scalable ecosystem.
• Depth in customer, market, and regulatory insight, including expertise in customer behaviours, journey pain points, technological trends, and regulatory expectations using insight to shape forwardlooking strategy and evidencebased decisionmaking.
• Strong commercial accountability, owning agreed commercial targets, customer outcomes, and longterm domain performance, with the ability to navigate and balance value tradeoffs across customer, commercial, and operational needs.
• Expertise in dualtrack agile and product discovery, combining problem framing, hypothesisdriven testing, experimentation, and derisking to ensure product teams deliver validated, insightled solutions.
• Exceptional delivery governance and execution oversight, enabling multidisciplinary teams to deliver at pace, remove blockers, maintain delivery discipline, and align closely with Engineering, Platforms, Operations, Risk, Compliance, and Commercial colleagues.
• Leadership, coaching, and capabilitybuilding experience, with a track record of developing Product Managers and POs, building highperforming teams, and fostering an empowered, outcomeoriented culture.
• Influence and executive alignment skills, operating confidently at enterprise level to shape decisions, communicate tradeoffs, align senior stakeholders, and articulate strategy with clarity and narrative strength.
• Knowledge of modern technology and architecture, understanding platform evolution, architectural constraints, digital design patterns, and opportunities for simplification, reuse, and modernisation across journeys and capabilities.
• Regulatory, risk, and governance expertise, ensuring products, journeys, and channels meet policy obligations and Consumer Duty expectations, with strong judgement in documenting decisions and leading governance forums.
• Experience in organisational strategy and change, contributing to operating model evolution and transformation programmes, and accelerating the shift toward customercentred, agile, multidisciplinary ways of working.

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.