About this opportunity
This is a unique opportunity to lead how we understand, design and improve colleague experiences across Lloyds Banking Group.
As Head of Design, Insights & Colleague Experience, you'll define and lead our approach to colleague experience, bringing together research, insight, service design and journey transformation to turn colleague needs into simpler, smarter and more personalised experiences.
LOCATION(S): Leeds Wellington Place, Bristol Harbourside or Halifax Trinity Road
HOURS: Full time - 35 hours per week
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at one of our office sites.
You'll:
•Lead research, insight, service design and colleague experience disciplines across Customer Journey Management, Research & Insights and Colleague Experience.
•Shape end-to-end colleague journeys, products, propositions and services.
•Partner across People & Places, Product, Operations, Technology and Data to deliver measurable improvements.
•Use insight, colleague feedback and performance data to inform strategic priorities and continuous improvement.
•Identify opportunities to use AI and agentic capabilities to create more intelligent and personalised experiences, with responsible adoption and governance.
•Build multidisciplinary capability and establish effective practice across the organisation.
About us / Why Lloyds Banking Group
We're on an exciting journey to transform our Group and the way we're shaping finance for good. We're focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.
What you'll need
•Colleague Experience: Deep expertise in shaping colleague experiences, using research and insight to improve journeys, services and ways of working at scale.
•Design Thinking: Expert experience applying design-led approaches across complex environments, including leading large-scale journey and service transformation to improve colleague and business outcomes.
•Data Literacy: Strong expertise in using research, insight, experience measures and data to inform strategic priorities, investment decisions and organisational outcomes.
•Managing Key Relationships: Strong experience building relationships with senior stakeholders, managing complex expectations and influencing decisions across organisational boundaries.
•AI Literacy: Experience identifying opportunities to use AI, automation and agentic capabilities to create business value, while supporting responsible adoption and governance.
•Coaching & Feedback: Experience leading and developing multidisciplinary teams across insight, research, design and journey transformation, building capability and creating impact beyond direct reporting lines.
And any experience of this would be really useful:
•Collaboration: Experience enabling effective cross-business working and bringing multidisciplinary teams together around shared outcomes.
•Data Storytelling: Experience translating complex evidence and insight into clear narratives that support decisions and action.
•Creativity & Innovative Thinking: Experience applying innovative thinking to complex or ambiguous challenges and turning ideas into practical approaches.
This is a place for you...
Our ambition is to be the leading UK business for diversity, equity and inclusion, supporting our customers, colleagues and communities. We are committed to creating an environment in which everyone can thrive, learn and develop.
We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and launch a dedicated Working with Cancer initiative.
We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. As a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role and have a disability, long-term health or neurodivergent condition, through the Disability Confident Scheme.
We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers - just let us know what you need.
Benefits
We also offer a wide-ranging benefits package, which includes:
•A generous pension contribution of up to 15%
•An annual performance-related bonus
•Share schemes including free shares
•Benefits you can adapt to your lifestyle, such as discounted shopping
•30 days' holiday, with bank holidays on top
•A range of wellbeing initiatives and generous parental leave policies
