Lewis Cleland

Questioner
DISC Type : c

Customer Journey Transformation Lead at Barclays

London, England, United Kingdom

Overview

Lewis is a customer-focused, strategic leader at Barclays, specializing in designing and delivering transformative customer journey improvements. He leverages his expertise in human-centered design and Agile methodologies to enhance customer experience and drive organizational success, holding both LUMA and TOGAF Practitioner accreditations.

Outside of his direct role, Lewis finds creative ways to communicate complex ideas, using analogies from Marvel superheroes and childhood toys. He draws motivation from personal growth principles and speakers, applying quotes from his home gym to reframe business challenges and inspire growth.

He once presented to an audience of approximately 600 people, using Marvel superheroes as a compelling way to explain connected customer experiences.

Personality Overview

Price-Sensitive

Cautious & Analytical

Systematic

They generally do not appreciate an overfriendly approach and prefer to stay to-the-point.  They prefer to do thorough analysis of any situation. While they don't hesitate to ask questions, they are generally risk-averse and tend to be late adopters.

Topics They Care About

Customer Journey Design
Leads customer journey transformation at Barclays, leveraging his LUMA Practitioner certification in human-centered design to solve customer problems and improve experiences.
Agile Transformation
Responsible for embedding agile ways of working at Barclays and holds multiple ICAgile certifications, demonstrating a core focus on modern operational methodologies.
Creative Communication
Uses engaging analogies from pop culture, like Marvel and Stretch Armstrong, to make complex business topics more relatable and understandable for large audiences.

Media Appearances

Barclays harnesses GenAI to deliver world‑class customer service. Featured in Europe Says

See Now

Work History

9-2023
Customer Journey Transformation Lead at Barclays
4-2019
Vice President at Barclays
4-2019 - 9-2023
Business Design Architect at Barclays
4-2012 - 2017
Senior Service Transformation Manager - Vice President at Barclaycard
10-2009 - 4-2012
Service Transformation and Improvement Manager at Barclaycard

Education

Education details unavailable from Crawley college
Education details unavailable from Sackville Community College

More Information

Social Presence :

Prographics :

Exp : 18 Location : London, England, United Kingdom Job Level : Mid-senior Designation : Customer Journey Transformation Lead at Barclays
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Insights For Selling To Lewis

During A Call Or A Meeting

DO's

  • Tell them that you will come back if you don’t have a good answer for a question
  • Share as much information as possible regarding your product
  • Emphasise more on facts and measurable benefits

DONT's

  • Don’t try to be too friendly or informal with them
  • Don’t overhype the product/pitch, keep it measured
  • Avoid rushing them, be polite and patient

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Lewis is

  • Ensuring that the product delivers ROI, cost-effective pricing and process compliance are very important for them.
  • Will you ever get a clear answer from Lewis

  • It doesn’t come naturally to them but they can say no if they are not convinced.

Insights For Deal Planning

    How fast (or slow) will Lewis move?

  • If they have the information that they need, they can move fast at making their decisions.
  • Can Lewis take some risk or not?

  • They can take some risk if they are confident that they have analyzed the circumstances well.


You And Lewis

Personality Compatibility


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