Colleague Experience & Innovation Senior Manager

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

Benefits offered by this job

A generous pension contribution up to

Annual performance-related bonus

Share schemes including free shares

Discounted shopping

30 days' holiday, with bank holidays

Job summary

Lloyds Banking Group is seeking a Senior Manager – Colleague Experience & Innovation to drive end-to-end service design and AI-enabled transformations within the DICE team of People Experience & Platform.

You will shape colleague experiences across lifecycles, guiding human-centred design, systems thinking and cross-functional collaboration to deliver scalable improvements.

Qualifications

• Experience leading human-centred design across complex end-to-end services and journeys.
• Experience designing and optimising colleague or customer experiences across journeys and systems.
• Experience exploring and applying AI and agentic capabilities to services.

Responsibilities

• Lead end-to-end service and operating model design delivering practical outcomes.
• Lead journey and experience design using journey maps and service blueprints.
• Shape agentic service design and AI transformation with governance.

Skills

Design Thinking

Human-centred design

Systems thinking

AI literacy

Communication

Business insight

Coaching & feedback

Leadership

Tools

ARIS

Figma

Rainbird

Job description

End Date

Wednesday 04 November 2026

Salary Range

£78,098 - £91,880

Flexible Working Options

Hybrid Working

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.

Job Description

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.

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