Fraud Customer Experience Lead

As a Barclays Fraud Strategy Change Manager Assistant Vice President, you will oversee delivering and maintaining optimal fraud customer journeys to ensure customer expectations are met while new fraud strategies are decided and that we provide strategic direction to and oversight of our key service providers who impact the customer journey. In your new role you will be focusing on agent/ops journey to ensure there is no adverse impact on agent experience.

Barclays is one of the world's largest and most respected financial institutions, with 329 years of success, quality, and innovation behind us. We've helped millions of individuals and businesses thrive, creating financial and digital solutions that the world now takes for granted. An important and growing presence in the USA, we offer careers providing endless opportunity.

Working Flexibly

We're committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognizes and supports ways to balance your personal needs, alongside the professional needs of our business. Providing the opportunity for all our employees, globally to work flexibly empowers each of us to work in a way that suits our lives as well as enabling us to better service our customers' and clients' needs. Whether you have family commitments or you're a career, or whether you need study time or wish to pursue personal interests, our approach to working flexibly is designed to help you balance your life. If you would like some flexibility, then please discuss this with the hiring manager, and your request will be reviewed subject to business needs.

We are 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. We're 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. We also have a flexible working process where, subject to business needs, all colleagues globally can request work patterns to reflect their personal circumstances. Please discuss the detail of the working pattern options for the role with the hiring manager.

What will you be doing?

• You will be primarily interacting and coordinating with Fraud Strategy management, the Fraud analytics team, and Fraud Operations
• You will be accountable for seeing the 'whole picture' and recognizing the impact and opportunities of activities across the organization
• Communicating effectively and concisely key issues and ideas through correspondences and verbally without supervision
• Escalating identified risks which may result in unacceptable customer or agent experience
• Managing operational reporting and ensuring fraud strategy changes are being managed by operations and prioritized based on fraud impact

What we're looking for:

• Bachelor's degree in a quantitative discipline like Statistics, Mathematics, Operations Research etc. or work experience equivalent
• Superior verbal and written communication abilities
• Ability to think independently and question proposed plans
• Understanding and experience in performing data analysis using a standard statistical package such as SAS/SQL

Skills that will help you in the role:

• Proven background in driving change with three or more years of experience driving process improvements, business transformation and analysis
• Data abstraction knowledge spanning multiple technologies (SQL, Python, R, SAS, etc) with proven ability to process vast amounts of data
• Ability to facilitate discussions/meetings to drive out deliverables for programmes and projects

Where will you be working?

Barclays' Wilmington campus includes two beautiful buildings located along the historic Wilmington Riverfront. A glance out our windows reveal a scenic look at the Christina River, along with a growing riverfront community of luxury apartments, shops, and restaurants. Additionally, the Wilmington train station is a short walk away making travel from New York and Washington, DC convenient.

#Hybrid