Change Lead

Join Us as a Change Lead!

Location: Northampton/Glasgow (Hybrid - 2 days a week in the office on Mondays and Wednesdays)

Duration: 6 months

About the Role

Are you ready to take on a pivotal role in a groundbreaking initiative? As our AVP Change Lead, you will be at the forefront of establishing an Electronic Money Institution (EMI) license, a key component in our business divestment strategy. This is your chance to thrive in a fast-paced, dynamic environment where your expertise will shape a digital-first customer service experience that redefines traditional models.

Your Mission

In this role, you will:

• Translate high-level strategic goals into actionable change plans.
• Manage customer impact and ensure full operational readiness.
• Design and implement innovative solutions that enhance customer interactions.

Key Skills We’re Looking For

• Customer Experience (CX) Expertise: Proven experience in digital or AI-led customer interactions, CRMs (like Salesforce), or complaints handling systems. Backgrounds in retail or tech (e.g., Amazon, John Lewis) are highly valued.
• Change & Project Management: A strong track record of managing end-to-end change processes within large matrix organizations.
• Analytical Skillset: Experience as a Senior Business Analyst (BA) or Change Analyst.
• Process Improvement: Lean/Six Sigma Green Belt certification is a plus, or equivalent skills in evaluating processes to drive efficiency.
• Adaptability: Exceptional problem-solving skills in an ambiguous, greenfield project environment.
• Desirable: Understanding of payments and gateways, with the ability to build process or enterprise architecture frameworks.

Your Responsibilities

• Analyze and define the impact of changes on customers, collaborating with operations readiness teams.
• Break down high-level strategic objectives into actionable steps, embedding these changes into business operations.
• Drive the end-to-end change management process, ensuring successful delivery from design to implementation.
• Design and refine a digital-led customer service offering, creating measurable improvements.
• Proactively manage shifting priorities and drive solutions to completion.
• Engage with a wide range of stakeholders across a large matrix organization to align project outcomes.

About Barclays

Barclays is a British universal bank, diversified by business, customer types, and geography. Our operations span consumer banking and payments, alongside a top-tier global corporate and investment bank, all supported by a robust service company.

Our Values

At Barclays, our actions are guided by five core values: Respect, Integrity, Service, Excellence, and Stewardship. These values shape our relationships with customers and clients, and they also define how we measure and reward our colleagues' performance.

Diversity and Inclusion

We are committed to fostering a culture where individuals from all backgrounds feel confident to bring their whole selves to work. We believe that diverse perspectives empower us to achieve our vision and goals.

Hybrid Working

We are embracing a hybrid working model, allowing flexibility in how you balance your time between home and the office. Depending on your team, you may spend between 20% to 60% of your time in the office, with options to adjust based on your personal circumstances.

Your Benefits

As a contract employee of Randstad Sourceright, you’ll enjoy a variety of financial and personal benefits, including:

• Enrollment in a pension plan after 12 weeks on assignment.
• Holiday pay after eight weeks on assignment.
• Access to an Employee Assistance Programme for support with personal or work-related issues.
• Discounts at numerous high street shops, restaurants, and entertainment venues.

Ready to make a difference? Join us and be part of something extraordinary!