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Lead end‑to‑end customer research to shape innovative experiences for 20m UK customers at Barclays.
Drive insights, prototype testing, and risk‑management in Gurugram, collaborating across design, product, and tech teams.
Purpose of the role
To deliver the collection and analysis of research into customer needs, experiences and interactions, to support the creation of beautiful, useful, and innovative experiences and communications for our 20m UK customers. To put the Customer Voice at the heart of everything we do.
Accountabilities
- Delivery of end to end research programmes which are highly synergistic with other research and analytics activities conducted by the business including Design/UX Research, Colleague research, quantitative research and CX tracking.
- Collaboration with various departments including Design, Product, Channel, Marketing, Transformation and Technology, to brainstorm innovative design concepts, ensuring that research findings are integrated into all stages of the innovation cycle.
- Development and testing of prototypes, mock‑ups, or value propositions to support the analysis of concept development and usability feedback from customers and internal stakeholders.
- Monitoring of emerging technologies, industry trends, design best practices, societal changes, and economic trends that may impact the Customer landscape and influence Barclays strategic decisions.
- Utilisation of data analytics tools to extract insights from market research, customer surveys, and feedback sessions to identify new opportunities and understand evolving customer needs.
- Management of all risk relating to the Insight process, (and in particular Data Privacy risk) including identification of potential risks, development of strategies to mitigate those risks, and maintenance of alignment with Chief Controls Office and Data Privacy Compliance.
- Management of all Research programmes, including oversight of colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness.
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
Join us as a "Customer Research and Insights Practitioner" at Barclays, where you'll spearhead the evolution of our digital landscape, driving innovation and excellence. You'll harness cutting‑edge technology to revolutionise our digital offerings, ensuring unapparelled customer experiences.
Key critical skills assessment
You may be assessed on the key critical skills relevant for success in role, such as experience with Research & Insights, as well as job‑specific skill sets.
To be successful as a "Customer Research and Insights Practitioner"
you should have experience with:
- Delivery of end‑to‑end research programmes which are highly synergistic with other research and analytics activities conducted by the business including Design/UX Research, Colleague research, quantitative research and CX tracking.
- Collaboration with various departments including Design, Product, Channel, Marketing, Transformation and Technology, to brainstorm innovative design concepts, ensuring that research findings are integrated into all stages of the innovation cycle.
- Development and testing of prototypes, mock‑ups, or value propositions to support the analysis of concept development and usability feedback from customers and internal stakeholders.
- Monitoring of emerging technologies, industry trends, design best practices, societal changes, and economic trends that may impact the Customer landscape and influence Barclays’ strategic decisions.
- Utilization of data analytics tools to extract insights from market research, customer surveys, and feedback sessions to identify new opportunities and understand evolving customer needs.
- Management of all risk relating to the Insight process, (and in particular Data Privacy risk) including identification of potential risks, development of strategies to mitigate those risks, and maintenance of alignment with Chief Controls Office and Data Privacy Compliance.
- Management of all Research programmes, including oversight of colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness.
Basic/ Essential Qualifications
- Build and manage surveys using platforms like Qualtrics and UserTesting (including conjoints, max diff studies)
- Develop sampling frameworks and ensure high-quality data collection and cleaning.
- Translate business questions into research hypotheses and survey instruments.
- Perform statistical tests, including t-tests, ANOVA, MANOVA, and regression analysis, using Excel
- Interpret data and generate insights that inform strategic decisions.
- Synthesize quantitative findings with qualitative and secondary data through collaborating with insight managers/design researchers.
- Create compelling visualizations and reports for stakeholders, adjusting your delivery style to the relevant audience.
- Present insights to senior leadership and cross‑functional teams.
- Identify opportunities for new research initiatives and contribute to thought leadership.
Desirable skillsets/ good to have
- Master’s degree or higher in Statistics, Psychology, Economics, Market Research, or related field.
- Experience in quantitative research, ideally in a commercial or consulting setting.
- Advanced proficiency in Excel for statistical analysis and data visualization.
- Experience with Qualtrics, UserTesting or similar survey platforms.
- Strong communication and storytelling skills.
- Ability to manage multiple projects and work independently yet collaboratively in a team.
Location
This role will be based out of Gurugram.