Customer Due Diligence Change Manager

Job Overview

Customer Due Diligence Change Manager responsible for delivering change projects across customer exit and offboarding journeys, ensuring regulatory requirements, business objectives and customer outcomes are balanced throughout the change lifecycle.

Responsibilities

• Manage and implement strategic operational changes to enhance efficiency and effectiveness.
• Identify and assess the impact of change on people, processes and systems.
• Collaborate with business leaders, project managers and SMEs to align operations with bank objectives.
• Develop and communicate change management strategies so they are understood and adopted by stakeholders.
• Create and monitor KPIs to measure the effectiveness of change initiatives.
• Ensure compliance with all regulatory requirements and internal policies related to change management.
• Provide guidance, training and coaching to stakeholders throughout the change process.
• Plan resources, budgets and policies to support continuous improvement.
• Lead or supervise a team, defining roles, coaching staff and aligning with strategic priorities.
• Manage and mitigate risks, providing recommendations to functional leadership and senior management.
• Build and maintain trusting relationships with internal and external stakeholders.
• Apply Barclays values of Respect, Integrity, Service, Excellence and Stewardship and the Barclays Mindset of Empower, Challenge and Drive.

Qualifications

• Experience with financial crime requirements and controls in customer exit and offboarding processes.
• Proven track record delivering business or product change programmes in a regulated environment.
• Excellent communication, stakeholder management and influencing skills with ability to provide clear updates to senior leadership.
• Advanced problem‑solving skills with ability to identify risks, navigate complex challenges and implement effective solutions.

Desired Skills

• Experience using Jira, Visio or Blueworks Live to document, track and manage processes and change activity.
• Process mapping and continuous improvement capabilities.
• Analytical problem‑solving skills and ability to identify and implement solutions.
• Knowledge of risk and controls, change and transformation, business acumen, strategic thinking and digital technology.

Location

Glasgow.

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