Video Experience Manager

Recruiter
BARCLAYS
Location
Sunderland
Posted
30 Nov 2017
Closes
13 Dec 2017
Sector
Accountancy
Contract Type
Permanent
Hours
Full Time

Video Experience Manager

As a Barclays Video Experience Manager you will responsible for the implementation, delivery and execution of Video customer and colleague channel capability as well as the continuous channel evaluation, evolution and any required improvements. You will also support the overall multi-channel experience plan and support the Head of Emerging Strategies with other customer adoption plans. You will have responsibility for working across the bank to communicate and increase awareness of channel capability, potential and customer benefits

About us

Barclays Bank brings together Retail and Business Banking, Corporate Banking and Wealth & Investment Management, with a focus on creating seamless experiences for all customers and clients, whatever stage of their lives or growth. From those opening their first student account to high net worth individuals, entrepreneurs to multinational corporations, Barclays is uniquely placed to provide an integrated service. By harnessing our collective assets and products, we're also better positioned for growth within the markets in which we operate, giving us an opportunity to deliver more for customers and clients.

As a Video Experience Manager, your main responsibilities will involve:
* Responsibility for the development, implementation and management of internal and external Video Experience communication plans.
* Focusing on the video channel to develop the situational empathy of leaders and colleagues in the community, to enable them to grow customer relationships by putting themselves in customers shoes
* Take responsibility across the bank for increasing and maintaining awareness of video channel capabilities and potential to improve customer experience and bank effectiveness.
* Ensuring that the team understand how video, everyday products and services can help our customers now and in the future, as appropriate to their needs - including new emerging channels.
* Driving understanding of video potential, flexible banking and omni-channel approaches so that the team helps customers to interact with us in a way which works for them physically or digitally
* Collaborating with and influencing internal stakeholders and business partners, to ensure they can appropriately and seamlessly fulfill all the financial needs of the customers in the community

As a Video Experience Manager, your skills and qualifications will include:
* Extensive experience of contact centre operational leadership experience
* Extensive experience within a customer service environment, including telephony, digital or multi-channel structured organisations
* Experience and knowledge of customer service metrics and scorecards and drivers
* Strong customer focused attitude and desire to exceed customer expectations at all times with a high degree of quality consciousness
* Experience in managing in a matrix environment and influencing solutions across a complex business/structure
* Extensive knowledge of communication centre processes and systems, and their impact on the customer and colleague experience

The Benefits:
Our customers deserve the best. The same goes for our people. That's why at Barclays you'll receive a range of benefits including a competitive salary, flexible hours and all the tools, technology and support to help you become the very best you can be.

Our Culture:
Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.
Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager.

Diversity:
At Barclays, we recruit based on merit and are committed to promoting diversity throughout our organisation.

We will consider applications from job share applicants

We encourage applicants to apply as early as possible in the recruitment period. Barclays recruitment periods can and may vary. We reserve the right to remove this advert during the recruitment process.