Head of Emerging Omni Channels Sunderland Competitive + great benefits As a Barclays Head of Emerging Omni Channels you will responsible for the determination of Barclays Omni growth and adoption strategy as well as being responsible for the successful implementation of the Omni growth and adoption strategy. You will have responsibility for management of budget and expenditure against plans as well as for delivery against the SkyBranch 'lost opportunities programme'. You will create, shape and deliver organisational models, processes and proposition improvements through business channel adoption and strategy execution. Succession delivery of strategy will drive the core components of a positive net promoter score. 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 Head of Emerging Omni Channels, your main responsibilities will involve: Responsibility for the delivery of the Omni Channel growth and adoption strategy transforming how we interact with customers. Collaborating with internal stakeholders and business partners , to ensure they can appropriately and seamlessly fulfil all the financial needs of the customers in the community Ensuring that customers feel valued and being confident and knowledgeable to make decisions that lead to good customer outcomes Collaborating with internal colleagues at all levels and across different functions, processes or sites to achieve role objectives Responsibility for the identification of new ideas and opportunities for omni strategy Leading on the implementation and continuous improvement of the performance and quality of existing processes and services As a Head of Emerging OMNI Channels, your skills and qualifications will include: Extensive Omni multi-channel experience Extensive experience of contact centre environment at senior leader level. Experience of digital channels strategy development and methodologies Extensive of senior leadership within a customer service environment, including telephony, digital or multi-channel structured organisations. Will have experience and knowledge of customer service metrics and NPS scorecards and drivers Extensive experience of communication and decision making at senior level within a 100+ seat contact centre environment Clear understanding of contact centre technology, eg) VoIP (Voice over Internet Protocol), digital servicing (social media, web chat etc.), speech technology, IVR (Interactive Voice Response) and voice biometrics Understanding the application of project management methodologies and technique and familiarity with Six Sigma/ Lean Methodologies, including Green Belt (preferable) 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. To Apply: IMPORTANT PLEASE READ CAREFULLY - Click on the APPLY link below where you will be re-directed to begin your application on the Barclays careers website.