Chief Designer, Insights & Colleague Experience

Lloyds Banking Group; Trinity; Hybrid; GBP 107,000 - 125,000; Full time

Benefits offered by this job

Generous pension (up to 15%)

Annual bonus

Share schemes

30 days' holiday

Wellbeing initiatives

Job summary

Lloyds Banking Group is seeking a Head of Design, Insights & Colleague Experience in the UK. You will lead research, insight, service design and colleague experience across journeys and services, shaping end-to-end experiences and measuring impact with senior stakeholders.

You'll collaborate with People & Places, Product, Operations, Technology and Data to deliver improvements, explore AI-enabled approaches with governance, and build capability across the organisation for smarter, personalised

Qualifications

• Colleague experience: shaping journeys using research and insight to improve journeys and experiences at scale.
• Design thinking: applying design-led approaches to complex environments and large-scale transformation.
• Data literacy: using research, insight and data to inform priorities and outcomes.
• Managing key relationships: building relationships with senior stakeholders across boundaries.
• AI literacy: identifying opportunities to use AI and governance for responsible adoption.
• Coaching & feedback: leading multidisciplinary teams and building capability.

Responsibilities

• 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 improvements.
• Use insight 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 governance.

Skills

Colleague experience

Design thinking

Data literacy

Stakeholder management

AI literacy

Coaching

Job description

Lloyds Banking Group is seeking a Head of Design, Insights & Colleague Experience in the UK. You will lead research, insight, service design and colleague experience across journeys and services, shaping end-to-end experiences and measuring impact with senior stakeholders.

You'll collaborate with People & Places, Product, Operations, Technology and Data to deliver improvements, explore AI-enabled approaches with governance, and build capability across the organisation for smarter, personalised