VP - Colleague Support Experience SS&T Lead

Date live:

08/21/2025

Business Area:

HR

Area of Expertise:

Product Development & Management

Contract:

Permanent

Reference Code:

JR

At Barclays, we don't just adapt to the future – we create it. Embark on a transformative journey as a VP - Colleague Support Experience SS&T Lead, where you'll play a pivotal role in shaping the future of Colleague Support Team.Embedded within Colleague Support is the Service Strategy and Transformation team (SS&T), we partner withService Delivery Leads tomaintain/ sustain, transitionand transform the Colleague Support service offerings for the business and colleagues. As Colleague Support Experience SS&T Lead, you'll play a pivotal role in shaping the next step in the HR journey,driving a fundamental shift in the way that colleagues interact with HR, throughautomating, streamlining and simplifying.Focusing on colleague needs to improve the colleague journey;you'llpartner withColleague Support Service Delivery Leads toidentify opportunities todriver greater embed ServiceNow capabilities.

Your Key Accountabilities:

• Execution of research to understand colleague & advisor needs, preferences, and pain points

• Apply a holistic end to end lens to a colleague journey for identification of areas for improvement and enhancement of the overall colleague experience.

• Create solutions based on analysis of internal data and feedback, alongside external industry trends and best practices to continuously refine backlog items and inform future iterations.

• Partner with Change Delivery Leads, Journey Owners and Scrum Masters to drive the rollout of ServiceNow features such as Predictive Intelligence, GenAI-powered search, and Journey Designer, in an agile approach.

• Partner with SS&T Leads and Service Delivery leads to identify, deliver and embed the changes

• Define and track KPIs through to benefits realization.

• Ensure platform changes directly support strategic objectives and priorities

• Manage and mitigate risks through assessment, in support of the control and governance agenda.

To be successful as a VP - Colleague Support Experience SS&T Lead, you should have experience with:

• Bachelor's Degree is required.

• Deep expertise in ServiceNow HRSD modules and platform capabilities, with proven application to drive service improvements.

• Ability to translate strategic goals into executable delivery plans and platform features.

• In-depth analytical capabilities with interpretative thinking will be required to define problems and develop innovative solutions.

• Excellent stakeholder management and communication skills, to influence and negotiate to achieve required outcomes

Some of Highly Valued Skills may include:

• Familiarity with HR service delivery models and colleague experience metrics

• Experience with AI-enabled ServiceNow features (e.g. Now Assist, GenAI search).

• Other systems expertise: Workday, Jira, Microsoft products

• ServiceNow certifications (e.g. CSA, CIS-HR) and agile delivery credentials.

You may be assessed on the 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.

The location of the role is Chennai, IN

Purpose of the role

To focus on understanding client needs, improving the client journey, developing client-centric products and services, and driving client satisfaction

Accountabilities

• Execution of research to understand client needs, preferences, and pain points related to banking products and services.
• Applying a holistic end to end lens to a client journey for identification of areas for improvement and enhancement of the overall client experience.
• Collaboration with cross-functional teams, including UX/UI designers and departments such as marketing, operations and technology, to seamlessly enhance the client experience and evolve the banks products and services utilising customer insights.
• Collection and analysis of data obtained through various channels such as surveys, focus groups, and client support interactions, and evaluate the effectiveness of client experience initiatives to support the identify areas for improvement in customer experience.
• Development and implementation of client-centric strategies, initiatives and metrics that enhance the overall clientr experience, drive loyalty and track improvements overtime .
• Analysis of the competitive landscape to identify industry trends and best practices in customer experience and incorporate them into the bank's product offerings.

Vice President Expectations

• To contribute or set strategy, drive requirements and make recommendations for change. Plan resources, budgets, and policies; manage and maintain policies/ processes; deliver continuous improvements and escalate breaches of policies/procedures..
• If managing a team, they define jobs and responsibilities, planning for the department's future needs and operations, counselling employees on performance and contributing to employee pay decisions/changes. They may also lead a number of specialists to influence the operations of a department, in alignment with strategic as well as tactical priorities, while balancing short and long term goals and ensuring that budgets and schedules meet corporate requirements..
• 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 be a subject matter expert within own discipline and will guide technical direction. They will lead collaborative, multi-year assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will train, guide and coach less experienced specialists and provide information affecting long term profits, organisational risks and strategic decisions..
• Advise key stakeholders, including functional leadership teams and senior management on functional and cross functional areas of impact and alignment.
• Manage and mitigate risks through assessment, in support of the control and governance agenda.
• Demonstrate leadership and accountability for managing risk and strengthening controls in relation to the work your team does.
• Demonstrate comprehensive understanding of the organisation functions to contribute to achieving the goals of the business.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategies.
• Create solutions based on sophisticated analytical thought comparing and selecting complex alternatives. In-depth analysis with interpretative thinking will be required to define problems and develop innovative solutions.
• Adopt and include the outcomes of extensive research in problem solving processes.
• Seek out, build and maintain trusting relationships and partnerships with internal and external stakeholders in order to accomplish key business objectives, using influencing and negotiating skills 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.