AVP - Journey Excellence and Transformation

Date live

10/22/2026

Business Area

BB Centre

Area of Expertise

Banking Operations

Contract

Permanent

Reference Code

JR-0000136589

Embark on a transformative journey as “AVP - Journey Excellence and Transformation” at Barclays, where you’ll spearhead the evolution of our digital landscape, driving innovation and excellence. You’ll harness cutting-edge technology to revolutionize our digital offerings, ensuring unparalleled customer experiences.

You will join the Business Banking transformation team, which shapes future-state operating models and redesigns end-to-end customer and colleague journeys. Working across Operations, Product, Technology, Risk, Compliance and Customer Experience, the team turns strategic designs into practical transformation roadmaps that simplify processes, strengthen controls and enable sustainable digital change.

To be successful in this role as a “AVP - Journey Excellence and Transformation”, you should possess the following skillsets

Target Operating Model Design

• Lead the development and evolution of Target Operating Models across Business Banking customer and operational journeys.
• Conduct current-state assessments to understand existing processes, customer and colleague pain points, operating structures, technology dependencies, controls and performance.
• Define future-state operating-model components across people, process, technology, data, controls, governance and performance management.
• Develop clear design principles to guide future-state structures, service models and ways of working.
• Define roles, responsibilities, capabilities, interaction models, governance arrangements and decision rights required to support the target state.
• Ensure proposed operating models are practical, scalable and aligned with Business Banking priorities, customer needs and applicable regulatory expectations.
• Maintain traceability between identified business problems, design decisions, proposed changes and intended outcomes.

Customer and Colleague Journey Transformation

• Lead the assessment and redesign of end-to-end customer and colleague journeys across areas such as onboarding, servicing, lending, Customer Due Diligence and case management.
• Apply customer-centred design principles to simplify journeys, reduce avoidable friction and improve customer and colleague outcomes.
• Facilitate journey-mapping and design workshops with operational teams, subject-matter experts and cross-functional stakeholders.
• Identify process gaps, failure points, unnecessary hand-offs, duplication, delays and control weaknesses.
• Translate complex operational challenges into simplified, scalable and digitally enabled future-state journeys.
• Ensure journey designs appropriately consider different customer needs, servicing requirements and risk profiles.
• Establish appropriate measures to assess the impact of journey changes on customer experience, service quality, turnaround time and operational performance.

Process Optimisation and Continuous Improvement

• Apply appropriate process-improvement methodologies to assess and redesign end-to-end processes.
• Develop current-state and future-state process maps, service blueprints and supporting design documentation.
• Identify opportunities to remove process debt, reduce manual activity, simplify hand-offs and improve first-time-right outcomes.
• Use operational data, customer insight and colleague feedback to identify root causes and prioritise improvement opportunities.
• Assess opportunities to improve productivity, create capacity and strengthen process resilience.
• Embed continuous-improvement principles within future-state processes and operating models.
• Support the identification, validation, measurement and tracking of transformation benefits.

Digital, Automation and AI Enablement

• Identify and assess opportunities to use digital workflow, automation, process mining, analytics, artificial intelligence and generative AI within Business Banking journeys.
• Work with Product and Technology partners to translate business requirements into appropriate digital and technology capabilities.
• Support the assessment of technology feasibility, business value, operational impact and control implications.
• Ensure that proposed technology solutions are integrated into the wider operating model rather than implemented as isolated process changes.
• Contribute to the design and implementation of workflow, case-management and AI-enabled servicing solutions.
• Promote responsible adoption of technology, with appropriate consideration of governance, data, customer outcomes, operational resilience and controls.

Transformation Planning and Delivery

• Translate agreed target-state designs into structured and executable delivery roadmaps.
• Define delivery phases, dependencies, business readiness requirements, risks, assumptions and intended outcomes.
• Support the development of business cases, investment proposals and governance submissions.
• Partner with change and delivery teams to transition designs from concept through mobilisation, implementation and embedding.
• Provide design oversight during delivery to ensure that implemented changes remain aligned with agreed target-state principles.
• Identify and manage design risks, dependencies and issues, escalating where appropriate.
• Support pilot, test-and-learn and phased implementation approaches where these are appropriate.
• Monitor delivery progress, benefit realisation and adoption against agreed measures.
• Produce clear updates, recommendations and decision papers for senior stakeholders and governance forums.

Risk and Control

• Take ownership for managing risk and strengthening controls in relation to the work performed.
• Ensure target operating models and journey designs appropriately consider regulatory requirements, operational risk, customer outcomes, data, privacy and control effectiveness.
• Identify potential risk