Donna A.
Global Head of Strategy & Colleague Experience @Barclays
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WORK HISTORY
Global Head of Strategy & Colleague Experience @Barclays
GB
Led a multi-year transformation strategy to modernise colleague technology, elevate experience delivery, and evolve operational models—while safeguarding business resilience and ensuring regulatory compliance.Ø Designed and implemented a new strategy and operating model for colleague technology and security change, driving an 80% increase in adoption through CX-led processes while reducing calls to service desks by 50%Ø Integrated emerging technologies to enhance monitoring of colleague technology solutions, improving performance, identifying and addressing thematic issues, reducing technical incidents, and elevating the customer experienceØ Streamlined incident communication through digital tools and real-time engagement, ensuring notifications were delivered within 10 minutes, minimizing colleague disruption and enhancing the customer experienceØ Partnered cross-functionally with CIOs, COOs, and business leaders to understand change impacts, assess risk, and align delivery—enabling faster, more effective change with minimal disruption.Ø Implemented automated change measurement capabilities using emerging technologies, enabling real-time monitoring of change impact and colleague sentiment to mitigate risks, reduce service desk impact, and protect the customer experienceØ Provided strategic leadership in stakeholder management across major transformation programmes, ensuring alignment, compliance, and successful delivery at scaleØ Set the strategic vision for Colleague Operations, leveraging AI—through chatbots, automation, and analytics—to reduce manual intervention and achieve a 25% reduction in operational costs.Ø Directed the COVID-19 response for colleagues, enabling global remote work with continuity and resilience; personally commended by the CEO.
EDUCATION
Northallerton Grammar School
Business/Commerce, General
ABOUT DONNA A.
Strategic and commercially astute executive leader with a proven track record of delivering enterprise-wide transformation across colleague experience, customer outcomes, operational delivery, and digital workplace strategy within global financial services.I specialise in unlocking workforce productivity and enhancing customer experience through data-driven, colleague-centric solutions and the innovative application of emerging technologies. With a strong commercial mindset and deep expertise in people management, stakeholder engagement, and negotiation, I thrive in complex, fast-paced environments—leading large-scale delivery programmes, driving cultural change, embedding sustainable process improvements, and delivering measurable business impact.Renowned for building high-trust relationships and energising high-performing, cross-functional teams, I work closely with C-suite and board-level leaders to shape strategic direction and align people, processes, and technology to deliver long-term value at scale.
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