Colleague Experience & AI Innovation Lead

Lloyds Banking Group; Leeds; Hybrid; GBP 78.000 - 92.000; Vollzeit

Benefits dieser Stelle

Pension contribution up to 15%

Annual performance-related bonus

Share schemes including free shares

Discounted shopping

Zusammenfassung

Lloyds Banking Group is seeking a senior design thinker to shape the future of People services. You will lead end-to-end service and operating-model design, map journeys, and design AI-enabled experiences that balance human and machine capabilities.

You’ll work with policy, product and technology teams to deliver scalable improvements across the colleague lifecycle. The role focuses on transforming how People services are delivered, combining human-centered design with systems thinking,

Qualifikationen

• Experience leading human-centred design across complex end-to-end services and journeys, operating models and business architectures.
• Experience designing and optimising end-to-end colleague or customer experiences, translating user needs into service and tech requirements.
• Experience exploring and applying AI and agentic capabilities to services, including human–AI interactions and governance.
• Strong facilitation and influencing skills with senior stakeholders and cross-functional teams.
• Experience leading complex design and transformation activity, linking strategic direction with delivery and outcomes.
• Experience developing capability in others and coaching in modern design practices.
• Experience leveraging emerging technologies to reimagine services and implement practical solutions.
• Ability to bring together data, knowledge and insights to inform decisions.
• Hands-on experience with service-design/journey-mapping/enterprise-modelling tools like ARIS, Figma, Rainbird.

Aufgaben

• Lead end-to-end service and operating model design connecting colleague needs with processes and governance.
• Lead journey and experience design using human-centred methods to identify improvements.
• Shape agentic service design and AI transformation including governance and escalation paths.
• Connect data, knowledge and technology architecture to enable intelligent automation.
• Lead complex service-design and transformation activities with cross-team collaboration.
• Build service-design capability and coach others in modern design practices.

Kenntnisse

Design Thinking

Operating Models

Colleague Experience

AI Literacy

Communication

Business & Commercial Insight

Coaching & Feedback

Creativity & Innovation

Data Literacy

Product Innovation

Tools

ARIS

Figma

Rainbird

Jobbeschreibung

Lloyds Banking Group is seeking a senior design thinker to shape the future of People services. You will lead end-to-end service and operating-model design, map journeys, and design AI-enabled experiences that balance human and machine capabilities.

You’ll work with policy, product and technology teams to deliver scalable improvements across the colleague lifecycle. The role focuses on transforming how People services are delivered, combining human-centered design with systems thinking,