AVP - Journey Excellence and Transformation

About the role

Barclays is hiring an AVP for Journey Excellence and Transformation in its Business Banking operations team, based in Gurugram or Noida, India. The team works across Operations, Product, Technology, Risk, Compliance and Customer Experience to turn strategic designs into practical transformation roadmaps that simplify processes, strengthen controls and enable sustainable digital change.

Key responsibilities

• Design target operating models: assess current states, define future-state components (people, process, technology, data, controls, governance, performance) and roles, and ensure designs are practical, scalable and aligned with regulatory expectations.
• Redesign end-to-end customer and colleague journeys (onboarding, servicing, lending, CDD, case management) using customer-centred design, and measure their impact.
• Improve processes with process maps, service blueprints and continuous improvement, reducing manual activity and process debt.
• Assess opportunities for digital workflow, automation, process mining, analytics, AI and generative AI, and work with Product and Technology partners to embed them responsibly.
• Turn designs into delivery roadmaps, support business cases and investment proposals, and oversee pilots, testing and phased implementation.
• Manage risk and controls, engage Risk, Compliance, Legal and Control stakeholders, and escalate concerns through governance channels.

Required profile

• Experience identifying and evaluating opportunities across digital workflow, automation, process mining, analytics, AI and generative AI, including business value, operational impact, governance and controls.
• Experience developing business cases, benefits assessments, executive papers and senior-management updates, and providing design oversight through mobilisation, implementation and embedding.
• Assessment may cover risk and controls, change and transformation, business acumen, strategic thinking and digital and technology skills.