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Customer journey and operational oversight leader with experience across Barclays UK in Glasgow, partnering with Journey Owners to drive customer-focused improvements, capture insights, manage operational change, and deliver customer journey-level OKRs in a highly regulated environment. Previously led digital engagement planning and production, and managed multiple concurrent digital projects. Strong stakeholder management, risk/control reporting, and ability to translate complex ideas into clear formats for non-specialist audiences. Radio broadcaster and DJ and currently upskilling in UX.…Customer journey and operational oversight leader with experience across Barclays UK in Glasgow, partnering with Journey Owners to drive customer-focused improvements, capture insights, manage operational change, and deliver customer journey-level OKRs in a highly regulated environment. Previously led digital engagement planning and production, and managed multiple concurrent digital projects. Strong stakeholder management, risk/control reporting, and ability to translate complex ideas into clear formats for non-specialist audiences. Radio broadcaster and DJ and currently upskilling in UX.

Lucy Gordon

UX Designer, Production Coordinator, DJ, +1

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Customer journey and operational oversight leader with experience across Barclays UK in Glasgow, partnering with Journey Owners to drive customer-focused improvements, capture insights, manage operational change, and deliver customer journey-level OKRs in a highly regulated environment. Previously led digital engagement planning and production, and managed multiple concurrent digital projects. Strong stakeholder management, risk/control reporting, and ability to translate complex ideas into clear formats for non-specialist audiences. Radio broadcaster and DJ and currently upskilling in UX.…Customer journey and operational oversight leader with experience across Barclays UK in Glasgow, partnering with Journey Owners to drive customer-focused improvements, capture insights, manage operational change, and deliver customer journey-level OKRs in a highly regulated environment. Previously led digital engagement planning and production, and managed multiple concurrent digital projects. Strong stakeholder management, risk/control reporting, and ability to translate complex ideas into clear formats for non-specialist audiences. Radio broadcaster and DJ and currently upskilling in UX.

Available to hire

Customer journey and operational oversight leader with experience across Barclays UK in Glasgow, partnering with Journey Owners to drive customer-focused improvements, capture insights, manage operational change, and deliver customer journey-level OKRs in a highly regulated environment.

Previously led digital engagement planning and production, and managed multiple concurrent digital projects. Strong stakeholder management, risk/control reporting, and ability to translate complex ideas into clear formats for non-specialist audiences.

Radio broadcaster and DJ and currently upskilling in UX.

Skills

Leadership

Jira

Data Visualization

Experience Level

Leadership

Expert

Jira

Expert

Data Visualization

Intermediate

Work Experience

Senior Customer Journey Oversight Manager at Barclays UK

July 1, 2023 - Present

Collaborated with Journey Owners to drive operational processes by building a deep understanding of customer journeys and pain points. Ensured delivery of customer-focused improvements across the bank’s priority customer journeys and partnered with Journey Owners and delivery teams to capture, understand, and use customer experience insights to inform prioritisation. Helped teams stay aligned by flagging risks, blockers, and issues that could lead to negative customer outcomes. Championed in-person call listening activities to strengthen understanding of customers. Supported coordination of customer journey mapping training for Journey Owners and translated complex ideas into accessible formats for non-specialist audiences. Managed operational change initiatives including introduction of new tools, processes, and methodologies; oversaw creation of customer journey-level OKRs; worked with stakeholders at all levels to drive a customer-centric “WoW” and iterate the approach; and

Planning and Production Lead (Digital Engagement Team) at Caledonian University, Glasgow

October 1, 2019 - June 30, 2023

Streamlined the commissioning process for colleagues requesting design, development, and content work, improving efficiency and effectiveness of systems. Coordinated and motivated a team of designers and developers, ensuring timely delivery of work (design, print, development). Built and maintained strong client relationships at all levels. Forecasted incoming projects, planned resourcing effectively, and collaborated with the creative team to deliver optimal solutions for clients. Communicated complex project information clearly to colleagues at all levels.

Project Manager at Dog Digital, Glasgow

June 1, 2018 - October 31, 2019

Successfully managed multiple digital projects concurrently. Created and maintained comprehensive project plans, tracking progress and reporting updates to the account team. Implemented strict project control measures and developed mitigation strategies. Forecasted resource requirements, identified potential bottlenecks, led productive and efficient project team meetings, and fostered collaboration and effective communication among team members. Used project management tools including Jira, Confluence, and Podio.

Account Executive at Equator, Glasgow

September 1, 2015 - May 31, 2018

Delivered design and development projects successfully. Built strong, productive client relationships through frequent communication and expectation management. Responsible for project scoping, planning, costing, and timing. Worked to meet project budgets and client KPIs by optimising resources and maximising project outcomes. Produced comprehensive client contact reports, ensuring clear and accurate documentation of all client interactions and project updates.

Marketing Assistant (Education) at Young Scot

September 1, 2014 - July 31, 2015

Marketing support role focused on education. (No additional details provided in the resume beyond role/company heading.)

BA (Hons) Media and Communications at Glasgow Caledonian University, Glasgow

August 1, 2009 - June 30, 2013

Undergraduate studies. (Listed separately under education with degree completion.)