Customer Research and Insights Practitioner

Job Description

Purpose of the role

To deliver the collection and analysis of research into customer needs, experiences and interactions, to support the creation of beautiful, useful, and innovative experiences and communications for our 20m UK customers. To put the Customer Voice at the heart of everything we do. 

Accountabilities

• Delivery of end to end research programmes which are highly synergistic with other research and analytics activities conducted by the business including Design/UX Research, Colleague research, quantitative research and CX tracking.
• Collaboration with various departments including Design, Product, Channel, Marketing, Transformation and Technology, to brainstorm innovative design concepts, ensuring that research findings are integrated into all stages of the innovation cycle.
• Development and testing of prototypes, mock-ups, or value propositions to support the analysis of concept development and usability feedback from customers and internal stakeholders.
• Monitoring of emerging technologies, industry trends, design best practices, societal changes, and economic trends that may impact the Customer landscape and influence Barclays strategic decisions.
• Utilisation of data analytics tools to extract insights from market research, customer surveys, and feedback sessions to identify new opportunities and understand evolving customer needs.
• Management of all risk relating to the Insight process, (and in particular Data Privacy risk) including identification of potential risks, development of strategies to mitigate those risks, and maintenance of alignment with Chief Controls Office and Data Privacy Compliance.
• Management of all Research programmes, including oversight of colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness.

Analyst Expectations

• To perform prescribed activities in a timely manner and to a high standard consistently driving continuous improvement.
• Requires in-depth technical knowledge and experience in their assigned area of expertise
• Thorough understanding of the underlying principles and concepts within the area of expertise
• They lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources.
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they develop technical expertise in work area, acting as an advisor where appropriate.
• Will have an impact on the work of related teams within the area.
• Partner with other functions and business areas.
• Takes responsibility for end results of a team’s operational processing and activities.
• Escalate breaches of policies / procedure appropriately.
• Take responsibility for embedding new policies/ procedures adopted due to risk mitigation.
• Advise and influence decision making within own area of expertise.
• Take ownership for managing risk and strengthening controls in relation to the work you own or contribute to. Deliver your work and areas of responsibility in line with relevant rules, regulation and codes of conduct.
• Maintain and continually build an understanding of how own sub-function integrates with function, alongside knowledge of the organisations products, services and processes within the function.
• Demonstrate understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Make evaluative judgements based on the analysis of factual information, paying attention to detail.
• Resolve problems by identifying and selecting solutions through the application of acquired technical experience and will be guided by precedents.
• Guide and persuade team members and communicate complex / sensitive information.
• Act as contact point for stakeholders outside of the immediate function, while building a network of contacts outside team and external to the organisation.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Join us as a "Customer Research and Insights Practitioner" at Barclays, where you'll spearhead the evolution of our digital landscape, driving innovation and excellence. You'll harness cutting-edge technology to revolutionise our digital offerings, ensuring unapparelled customer experiences.

You may be assessed on the key critical skills relevant for success in role, such as experience with Research & Insights, as well as job-specific skill sets.

To be successful as a "Customer Research and Insights Practitioner", you should have experience with:

 Accountabilities:

• Delivery of end-to-end research programmes which are highly synergistic with other research and analytics activities conducted by the business including Design/UX Research, Colleague research, quantitative research and CX tracking.

• Collaboration with various departments including Design, Product, Channel, Marketing, Transformation and Technology, to brainstorm innovative design concepts, ensuring that research findings are integrated into all stages of the innovation cycle.

• Development and testing of prototypes, mock-ups, or value propositions to support the analysis of concept development and usability feedback from customers and internal stakeholders.

• Monitoring of emerging technologies, industry trends, design best practices, societal changes, and economic trends that may impact the Customer landscape and influence Barclays’ strategic decisions.

• Utilization of data analytics tools to extract insights from market research, customer surveys, and feedback sessions to identify new opportunities and understand evolving customer needs.

• Management of all risk relating to the Insight process, (and in particular Data Privacy risk) including identification of potential risks, development of strategies to mitigate those risks, and maintenance of alignment with Chief Controls Office and Data Privacy Compliance.

• Management of all Research programmes, including oversight of colleagues and their performance, implementation of departmental goals and objectives, oversight of department efficiency and effectiveness

Basic/ Essential Qualifications:

• Build and manage surveys using platforms like Qualtrics and UserTesting (including conjoints, max diff studies)

• Develop sampling frameworks and ensure high-quality data collection and cleaning.

• Translate business questions into research hypotheses and survey instruments.

• Perform statistical tests, including t-tests, ANOVA, MANOVA, and regression analysis, using Excel

• Interpret data and generate insights that inform strategic decisions.

• Synthesize quantitative findings with qualitative and secondary data through collaborating with insight managers/design researchers.

• Create compelling visualizations and reports for stakeholders, adjusting your delivery style to the relevant audience.

• Present insights to senior leadership and cross-functional teams.

• Identify opportunities for new research initiatives and contribute to thought leadership. 

Desirable skillsets/ good to have:

• Master’s degree or higher in Statistics, Psychology, Economics, Market Research, or related field.

• Experience in quantitative research, ideally in a commercial or consulting setting.

• Advanced proficiency in Excel for statistical analysis and data visualization.

• Experience with Qualtrics, UserTesting or similar survey platforms.

• Strong communication and storytelling skills.

• Ability to manage multiple projects and work independently yet collaboratively in a team.

This role will be based out of Gurugram.