Customer Experience Group Lead
Barclays - Delaware

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Headquartered in Wilmington, Del., Barclaycard US creates customized, co-branded credit card programs for some of the country's most successful travel, entertainment, retail, affinity and financial institutions. The business employs 1,300 associates.

Barclaycard, part of Barclays Global Retail Banking division, is a leading global payment business that helps consumers, retailers and businesses to make and accept payments flexibly, and to access short-term credit when needed.

The company is one of the pioneers of new forms of payments, and is at the forefront of developing viable contactless and mobile payment options for today and cutting edge forms of payment for the future. It also issues credit and charge cards to corporate customers and the British Government. Barclaycard partners with a wide range of organizations across the globe to offer their customers or members payment options and credit.

Barclaycard operates in the United States, Europe, Africa and the Middle and Far East.

Overall Job Purpose:
Overall responsibility for Fair lending, TCF, Office of the President, and Complaints. This champion is directly accountable for understanding, leading and influencing processes and policies that impact the customer across the business. This includes leading the bank-wide complaint management function, TCF strategy and execution and customer remediation efforts. This role includes direct leadership contact with Federal and State Regulators, Partners, Prospects, BCUS Board, BCUS and GCOO Exco. Jointly responsible with Head of Compliance with ensuring BCUS isn't violating Fair Lending/UDAAP that could put us in serious jeopardy - fines, litigation and banking charter.

Key Accountabilities:
Accountable for advocating on behalf of the customer in a wide range of areas including:

customer touch points

product offerings

service processes and polices

disclosures

Lead analysis to determine enhancements/fixes as well as the associated expense and revenue impacts for customer impacting areas.

Recommend, influence and oversee changes to processes and policies impacting the customer where appropriate.

Work with external regulators on Complaints, Fair Lending, audits and remediation.

Work with public policy and industry groups on best practices.

Accountable for leading the strategy and execution of the Executive Office.

Accountable for leading the strategy and execution of TCF/Fair Lending initiatives across BCUS.

Coordinate with Barclays Corporate Affairs representing the US business on a global level.

Qualifications

10-15 years experience in a customer impacting discipline within the credit card industry.

BA/BS preferred, MBA/JD a plus

Excellent presentation, leadership and negotiation skills required.

Ability to influence across BCUS and Barclaycard.

Excellent verbal and written communications skills and the ability to work with all levels of management.

Barclays - 20 months ago - save job - block
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