Change Lead

Job Title: Change Lead

Location: Northampton/Glasgow (Hybrid - 2 days a week in the office on Mondays and Wednesdays)

Duration: 6 months

Overall purpose of the role

The AVP Change Lead plays a crucial role in a major greenfield initiative focused on establishing and securing an Electronic Money Institution (EMI) license to facilitate a business divestment.

Operating within a fast-paced and highly ambiguous environment, this role focuses on designing and implementing a digital-first customer service experience that replaces traditional telephone and email models. Responsibilities include translating high-level strategic goals into actionable change plans, managing customer impact, and ensuring full operational readiness.

Key skills

Customer Experience (CX) Expertise: Deep domain expertise in implementing digital or AI-led customer interactions, CRMs (like Salesforce), or complaints handling systems. Experience does not have to be strictly in financial services; retail or tech backgrounds (e.g., Amazon, John Lewis) are welcome.

Change & Project Management: Strong track record of end-to-end change management (from design to embedding) and project/programme management within large matrix organizations.

Analytical Skillset: Possess a Senior Business Analyst (BA) or Change Analyst skillset.

Process Improvement: Lean/Six Sigma Green Belt certification is highly desirable, or demonstrable equivalent skills in evaluating and measuring processes from a customer perspective to drive efficiency.

Adaptability: Exceptional ability to navigate and proactively problem-solve in an ambiguous, greenfield project environment where priorities frequently shift.

Desirable but not mandatory: An understanding of payments and gateways, and the ability to build process architecture or enterprise architecture frameworks.

Key responsibilities

Analyze and define the impact of changes on customers, working closely with ops readiness teams to prepare for transitions.

Take high-level strategic objectives and specialize in breaking them down into actionable steps, fully embedding these changes into the business operations.

Drive the end-to-end change management process, ensuring successful delivery from the initial design phase through to final implementation.

Design and refine a digital-led customer service offering by analyzing processes from the customer's perspective and creating measurable, efficient improvements.

Confidently manage shifting priorities by proactively creating solutions, validating them with leadership, and independently driving them to completion rather than waiting for direction.

Manage a wide range of stakeholders across a large matrix organization to align project outcomes

About Barclays

Barclays is a British universal bank. It is diversified by business, by different types of customers and clients, and by geography. Barclays businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by its service company which provides technology, operations and functional services across the Group.

Values

Everything Barclays does is shaped by its five values of Respect, Integrity, Service, Excellence and Stewardship. The Barclays values inform the foundations of its relationships with customers and clients, but they also shape how Barclays measure and reward the performance of colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.

Diversity

Barclays aims to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to Barclays vision and goals.

Hybrid Working

Barclays is 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. Barclays is 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. Barclays also has a flexible working process where, subject to business needs, all colleagues globally are able to request work patterns to reflect their personal circumstances

Your Benefits

As a contract employee of Randstad Sourceright, you’ll receive a wide range of financial and personal benefits. There’s enrolment in a pension plan (after 12 weeks on assignment) and holiday pay (after eight weeks on assignment). You can discuss any special holiday requests, for weddings, graduations or other significant occasions during this initial period with your team leader. You’ll also get 24/7 access to an Employee Assistance Programme, designed to help you deal with any problems that could be affecting your home or work life. Plus, there’s discounts at heaps of high street shops, restaurants and entertainment - from Asda to Zizzi Italian restaurants