Colleague Experience Engineer

Job Description

Purpose of the role

To support the implementation of major changes and improvements to the organisations IT service management practices by driving strategic initiatives to modernize, transform and future-proof how the bank delivers and supports technology services. 

Accountabilities

• Establishment of KPIs to measure the success and impact of specific transformation programmes, and actively monitor KPIs to identify the ongoing effectiveness of the initiative, improvement areas with the IT service management framework, and mitigate any potential issues.
• Analysis of emerging IT service management tools and platforms to discover if they can support the banks transformation goals and future needs.
• Manage the selection and seamless implementation of new tools and platforms into the IT service management processes, while overseeing the migration of data from legacy systems, to improve system efficiency and reduce manual workload.
• Development and communication of change management strategic initiatives, visions and goals through workshops, sessions, and various communication channels to highlight the benefits and impact of modernising, transforming, and future-proofing the way the bank delivers and supports its technology services.
• Prioritisation of the bank’s initiatives based on their impact on the bank’s goals, resource availability and feasibility, and develop and monitoring a clear execution plan for each transformation project to ensure a successful implementation.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• If the position has leadership responsibilities, People 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.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

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.

Join us as a Colleague Experience Engineer at Barclays, where you'll take part in the evolution of our digital landscape, driving innovation and excellence. You'll harness cutting-edge technology to revolutionise our digital offerings, ensuring unparalleled customer experiences. As a part of the team, you will deliver technology stack, using strong analytical and problem solving skills to understand the business requirements and deliver quality solutions. You'll be working on complex technical problems that will involve detailed analytical skills and analysis. This will be done in conjunction with fellow engineers, business analysts and business stakeholders. 

To be successful as a Colleague Experience Engineer you should have experience with:

• Advocate for the business and colleagues to ensure that technology tools enhance productivity and minimize disruptions, with proven experience in challenging and preventing activity that doesn’t align to the CX requirements. Partner with change enablers to ensure that experience is a key component to the delivery of any change in the way colleagues use their tech tools.
• Influence the change pipeline, ensuring appropriate prioritisation, resourcing and delivery aligned to business / colleague strategies Demonstrated experience in setting and measuring critical success factors, challenging, and escalating where these are not met.
• Strong Excel and analytical skills with the ability to manipulate and interpret complex data and generate actionable insights.
• Excellent communication skills, both written and verbal, with the ability to present findings to diverse audiences and the confidence to challenge .
• Proven ability to work collaboratively with cross-functional teams and build strong relationships with stakeholders.
• Establishing and maintaining governance frameworks to support the effective delivery of technology change. Collaborating with business stakeholders to understand their needs and ensure technology changes align with business objectives.
• Monitoring and reporting on the progress of technology change initiatives, identifying and addressing any risks or issues.
• Analysing data to identify trends and colleague pain points to drive focused improvement plans that are measurable to drive an improved experience for colleagues

Some other highly valued skills may include:

• Familiarity with industry-standard measurement tools and methodologies.
• Strong project management skills, and experience with project management tools.
• Strong PowerPoint knowledge and skills to produce high quality material for senior audiences.

You may be assessed on key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen, strategic thinking and digital and technology, as well as job-specific technical skills.

This role is based in Pune.