Colleague Experience & Innovation Senior Manager

Lloyds Banking Group; Calverley; Hybrid; GBP 78,000 - 92,000; Full time

Benefits offered by this job

Pension contribution

Annual bonus

Share schemes

Wellbeing initiatives

30 days holiday

Parental leave

Job summary

Lloyds Banking Group is seeking a Senior Manager – Colleague Experience & Innovation to shape future experiences by combining human-centred design, systems thinking and AI capabilities.

You will lead complex service-design initiatives across People services, partnering with Product, Policy, Platform, Technology and Change teams to deliver measurable improvements.

Qualifications

• Design Thinking & operating models experience across end-to-end services and journeys.
• Colleague or customer experience design and optimisation focus.
• AI literacy with human-AI interaction design and governance considerations.
• Strong facilitation and influencing skills for senior leadership.
• Experience tying strategy to measurable outcomes in complex design projects.
• Coaching teams in design practices and systems thinking.

Responsibilities

• Lead end-to-end service and operating model design across journeys and services.
• Lead journey and experience design using human-centred methods and service blueprints.
• Shape agentic service design and AI transformation with governance and escalation paths.
• Integrate data, knowledge and technology architecture to support intelligent automation.
• Facilitate design sessions and coordinate cross-functional teams to deliver scalable improvements.
• Build service-design capability through coaching and modern design practices.

Skills

Design Thinking

Operating Models

Colleague Experience

AI Literacy

Communication

Business & Commercial Insight

Coaching & Feedback

Tools

ARIS

Figma

Rainbird

Job description

Description

SALARY

£78,098 - £91,880 pa

LOCATION(S)

Leeds, Bristol or Halifax

HOURS: Full time - 35 hours per week

WORKING PATTERN

Hybrid

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.

About this opportunity

Do you enjoy solving complex problems, designing better experiences and exploring how emerging AI capabilities can transform the way People services are delivered?

This is an opportunity to help shape the future of People services, combining human-centred design, systems thinking and agentic innovation to create simpler, more intelligent and more personalised colleague experiences.

You’ll join the Design, Insights & Colleague Experience (DICE) team within People Experience & Platform (PExP). The team brings together research, insight, service design, colleague journey transformation and future experience innovation to turn colleague needs into meaningful improvements across the end-to-end colleague lifecycle.

As Senior Manager – Colleague Experience & Innovation, you’ll:

• Lead end-to-end service and operating model design, connecting colleague needs with processes, operating models, business architecture, data and technology to deliver practical and measurable outcomes.
• Lead journey and experience design, using human-centred design, systems thinking, journey maps and service blueprints to identify problem areas, understand user needs and design improved future-state colleague services.
• Shape agentic service design and AI transformation, designing services that bring people and AI together and considering agent roles, decision boundaries, escalation paths and appropriate governance.
• Connect data, knowledge and technology architecture, helping define the information, knowledge, decision logic and governance needed to support intelligent automation and AI-enabled services.
• Lead complex service-design and transformation activity, facilitating design sessions and bringing Product, Policy, Proposition, Platform, Technology, Data, Operations and Change teams together to turn strategic direction into scalable improvements.
• Build service-design capability, coaching others in modern design practices, systems thinking, service modelling and the use of design and enterprise-modelling tools.

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

• Design Thinking & Operating Models: strong experience leading human-centred design across complex end-to-end services and journeys, operating models and business architectures and using systems thinking to understand relationships between people, processes, technology, data and policy and turn complex problems into practical improvements.
• Colleague Experience: strong experience designing and optimising end-to-end colleague or customer experiences, identifying bottlenecks and opportunities and translating user needs into service, process, data and technology requirements.
• AI Literacy: experience exploring and applying AI and agentic capabilities to services, including designing effective human-AI interactions and considering decision boundaries, escalation, data, knowledge and governance.
• Communication: strong facilitation and influencing skills, with experience engaging senior leaders, challenging constructively and building alignment across multidisciplinary teams.
• Business & Commercial Insight: experience leading complex design and transformation activity, connecting strategic direction with practical delivery and measurable colleague and business outcomes.
• Coaching & Feedback: experience developing capability in others, coaching teams in modern design approaches, systems thinking and service-modelling techniques and supporting continuous learning and experimentation.

And any of the following experience would be really useful

• Creativity & Innovative Thinking: experience linking opportunities to use emerging technologies and new approaches to reimagine services and turn innovative ideas into practical solutions.
• Data Literacy: experience bringing together data, knowledge, performance insight and feedback to inform decisions and continuously improve services.
• Product Innovation & Development: hands-on experience using service-design, journey-mapping or enterprise-modelling platforms such as ARIS, Figma or Rainbird, and supporting others to use these tools effectively.

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’re 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

• 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

At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.