- Entry level
- No Education
- Salary to negotiate
Creative Marketing Solutions - 00264725
Posting Range:29 Jan 2019 - Ongoing
Job Title: Director, Creative Marketing Services
Location: Wilmington, DE
Barclays is a transatlantic consumer, corporate and investment bank offering products and services across personal, corporate and investment banking, credit cards and wealth management, with a strong presence in our two home markets of the UK and the US. Our goal is to become the bank of choice by providing superior services to customers and clients and supporting our stakeholders via a commercially successful business that generates long-term sustainable returns.
About Barclays US Consumer Bank (BCUSB)
Barclays US Consumer Bank is one of the fastest-growing top 10 credit card issuers and online banks in the United States. The bank creates customized, co-branded credit card programs for some of the country's most successful travel, entertainment, retail and affinity institutions, and offers its own branded credit cards, online savings accounts and CDs, and personal loans. For more information, please visit BarclaysUS.com.
About BUSCB Customer Office
The Barclays US Consumer Bank Customer Office is accountable to drive long term customer satisfaction, outstanding communications and sustainable financial returns from the existing customer portfolio of one of the fastest growing Banks in the US. We do this by using a risk/reward based approach to ensure we are optimally meeting customer needs across the full lifecycle, providing a frictionless experience, and developing and delivering excellent communications to prospective and existing customers.
Overall Purpose of role
Responsible for leading the development of world class customer communications for BUSCB, creation of a coordinated marketing customer communications experience that will effectively develop customer relationships over time, managing external and internal creative agencies and uncovering relevant and actionable customer insights that will maintain and expand competitive advantage.
Your Role (Key Accountabilities)
Take a leadership role in uplifting customer communications across the customer journey, ensuring communications are fully integrated, deliver consistent messaging about what Barclays stands for, are visually appealing, and utilize a personal and authentic voice.
Create compelling customer communications for Barclays products, as well as partner-branded communications for brands such as Uber, Apple and American Airlines.
Lead the creative redesign of servicing and credit communications.
Lead the in-house creative team, responsible for the creative development of select customer communications as well as pitches/RFPs to support Business Development in winning new partnerships.
Own governance of all customer communications, ensuring they are on-brand, compliant with all Barclays policies, meet regulatory guidelines, and ultimately create a unified, planful communications experience for our customers.
Create a consumer insights plan in partnership with key business and servicing areas to maximize effectiveness of marketing research function to BUSCB in cost effective way.
Plan, structure and lead key research projects to provide insights into customer needs and behaviors, value proposition concepts, customer experience and customer satisfaction.
Present insights findings to business partners, interpreting their key implications and recommending appropriate courses of action.
Partner with the Customer Experience team to create a robust measurement and action plan based on Net Promoter Score.
Design and execute ongoing customer satisfaction / attitudinal panel surveys, analyze results and drivers, and report key insights and opportunities.
Scan marketplace and ensure the collection and analysis of competitive benchmarking, digital buzz and voice of the customer to formulate points of view on major threats, opportunities, challenges and risks.
Publish insights in accessible employee forums.
Marketing Administration & Agency Management
Manage all communications, creative and insights budgets and supplier relationships.
Rationalize our direct agencies; create principles as to which projects should be created in-house vs. which should leverage outside agencies; build and execute on plan.
The successful candidate
About the company
Barclays moves, lends, invests and protects money for 48 million customers and clients worldwide.
We have over 325 years of history and expertise in banking. From our beginnings in Lombard Street, London through to the launch of the world’s first ATM and innovative mobile phone payments services, find out more about our achievements to date.
Barclays is a trading name of Barclays Bank PLC and its subsidiaries. Barclays Bank PLC is registered in England and is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Registered in England. Registered No. 1026167. Registered office: 1 Churchill Place, London E14 5HP.