Barclays Customer Experience Analytics Lead in Wilmington, Delaware

Barclays is an international financial services provider engaged in personal banking, credit cards, corporate and investment banking and wealth management with an extensive presence in Europe, the Americas, Africa and Asia. Barclays’ purpose is to help people achieve their ambitions – in the right way.

With over 325 years of history and expertise in banking, Barclays operates in over 40 countries and employs approximately 130,000 people. Barclays moves, lends, invests and protects money for customers and clients worldwide. Please visit our websiteherefor more information.

Department Name and Brief Description


Global Customer Experience Transformation Data Analytics & Insights


Providing a best in class Customer Experience is a top priority at Barclaycard and our Global Customer Experience Transformation team focuses on driving step-change measurable improvements across our business.


The Global Customer Experience Transformation Data Analytics & Insights team is a team within Global Customer Experience Transformation that puts best-in-class analytics at the heart of every critical decision. Our goal is to create value for our customers and company by providing actionable recommendations leveraging best practice tools and analytics.


Key Accountabilities and Skills required:


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*Overall purpose of role://

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*The Customer Experience Analyst is responsible for customer experience-related MI, analytics and actionable insights driving strategies to improve Customer Experience. The role leverages not only customer experience data but also operations data, cross channel data, financial data and credit data to measure impacts of various strategy changes driving customer experience either positively or negatively. The incumbent will work closely with global and local business partners functioning as a change agent, influencing business strategy and execution based on customer behaviours and impacts to customer experience. *

Key Accountabilities and Skills required:


Key Accountabilities:


MI and Analytics (90%25)

· *Leverage MI and analytics to provide actionable data driven recommendations to drive improved customer experience (50%25)* · *Ensure all reported metrics are accurate and meet regulatory and Group and internal policy requirements. (20%25)* · *Work on ad-hoc requests from internal or external teams the customer experience team, business partners and global partners (10%25)* · *Develop strong, open and professional relationships with colleagues across Barclays to ensure broad understanding of the key drivers in the business (10%25)*

Risk and Control Objective(10%25)

· *Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards* *Your Skills and Qualifications will include (at least 3)* o /Basic Qualifications/ o /Bachelor’s or Master’s degree in an analytical / statistical discipline (e.g. Statistics, Economics, Mathematics, Finance, etc.)/ o /5 years of experience working with large data sets in order to extract business insights or build predictive models (data mining, machine learning, regression analysis)/ o /3 years of SAS experience/ / / o /Preferred Qualifications/ o /Experience in credit card industry preferred. Applicants from other industries are encouraged to apply/ o /Strong communication skills/ o /Strong knowledge of Microsoft excel/ o /Self-starter with ability to work independently and collaboratively in a team environment/ o /Able to handle many competing interests at once in an effective manner/ / /

*The Benefits:Our customers deserve the best. The same goes for our employees. That's why at Barclays you'll receive a range of benefits that include a competitive salary and all the tools, technology and support you need to succeed.

*Our Culture:Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.

Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager. Barclays is an equal opportunity employer and are opposed to discrimination on any grounds.* *For more detailed information, please visit our dedicated Diversity and Inclusion sitehere. ** *EEO statement** It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.*

Title: Customer Experience Analytics Lead

Location: Delaware-Wilmington

Requisition ID: *90137843