Transformation Lead

Job Title: Transformation Lead

Location: Northampton (Hybrid - 2 days a week in the office)

Duration: 6 months

Overall purpose of the role

The VP Transformation Lead spearheads a major greenfield initiative focused on building and acquiring an Electronic Money Institution (EMI) license to enable a business divestment.

Operating in a fast-paced, highly ambiguous environment, this role defines the high-level strategy required for overall project success. Key responsibilities include leading the design of a digital-first customer service model—replacing traditional telephone and email operations with innovative, AI-driven, or digital customer interactions.

Key skills

• Commercial & Analytical Mindset: Strong business acumen with the ability to link P&L to your decisions and create measurable outcomes.

• Customer Experience (CX) Domain Expertise: Extensive experience implementing digital customer interactions, CRMs (like Salesforce), or complaints handling systems. A Financial Services background is not mandatory; candidates with strong CX experience at major retail or tech firms (e.g., Amazon, John Lewis) are highly encouraged to apply.

• Change & Project Management: Proven track record of end-to-end project, programme, and change management (from initial design to embedding) within large matrix organizations.

• Process Improvement: Lean/Six Sigma Black Belt certification is highly desirable, or demonstrable equivalent skills in evaluating, improving, and measuring processes from the customer's perspective.

• Proactive Problem Solving: Exceptional ability to thrive in a greenfield environment where priorities shift. You must be a self-starter who envisions the end goal, creates an idea, validates it with leadership, and executes it independently rather than waiting for direction.

• Desirable but not mandatory: The ability to build process or enterprise architecture frameworks for operations, and an understanding of payments and gateways.

Key responsibilities

• Direct the transformation by identifying and defining the high-level strategic priorities of what needs to happen.

• Conduct deep customer journey analysis to drive data-driven decisions and deliver measurable commercial outcomes.

• Run sprints and create epics, partnering closely with product owners to build and execute designs within sprints.

• Manage the degradation of project plans, adapting continuously to shifting priorities while conducting ongoing "benefits modelling".

• Design and deliver a highly efficient, digital-led customer service offering that aligns with broader business strategies.

• Engage and manage complex stakeholder relationships across a large matrix organization to align project outcomes

About Barclays

Barclays is a British universal bank. It is diversified by business, by different types of customers and clients, and by geography. Barclays businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by its service company which provides technology, operations and functional services across the Group.

Values 

Everything Barclays does is shaped by its five values of Respect, Integrity, Service, Excellence and Stewardship. The Barclays values inform the foundations of its relationships with customers and clients, but they also shape how Barclays measure and reward the performance of colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

Diversity

Barclays aims to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to Barclays vision and goals.

Hybrid Working

Barclays is currently in the early stages of implementing a hybrid working environment, which means that many colleagues spend part of their working hours at home and part in the office, depending on the nature of the role they are in. Barclays is flexible on how this works and it may continue to change and evolve. Depending on your team, typically this means that colleagues spend a minimum of between 20% to 60% of their time in the office, which could be over a week, a month or a quarter. However, some colleagues may choose to spend more time in the office over a typical period than their role type requires. Barclays also has a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances

Your Benefits

As a contract employee of Randstad Sourceright, you’ll receive a wide range of financial and personal benefits. There’s enrolment in a pension plan (after 12 weeks on assignment) and holiday pay (after eight weeks on assignment). You can discuss any special holiday requests, for weddings, graduations or other significant occasions during this initial period with your team leader. You’ll also get 24/7 access to an Employee Assistance Programme, designed to help you deal with any problems that could be affecting your home or work life. Plus, there’s discounts at heaps of high street shops, restaurants and entertainment - from Asda to Zizzi Italian restaurants.