Design & Colleague Experience Leader — Insights & AI

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

Benefits offered by this job

Pension contribution up to 15%

Annual bonus

Share schemes

Wellbeing programmes

Generous holiday

Job summary

Lloyds Banking Group is seeking a Head of Design, Insights & Colleague Experience to lead how we understand, design and improve colleague experiences. You will bring together research, insight, service design, and journey transformation to turn colleague needs into simpler, smarter experiences.

You’ll shape end-to-end journeys, collaborate with People & Places, Product, Operations, Technology and Data, and use performance data to drive strategic improvements.

Qualifications

• 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.
• Data literacy: Strong expertise in using research, insight, experience measures and data to inform strategic priorities.

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 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.

Skills

Colleague Experience

Design Thinking

Data Literacy

Managing Key Relationships

AI Literacy

Coaching & Feedback

Job description

Lloyds Banking Group is seeking a Head of Design, Insights & Colleague Experience to lead how we understand, design and improve colleague experiences. You will bring together research, insight, service design, and journey transformation to turn colleague needs into simpler, smarter experiences.

You’ll shape end-to-end journeys, collaborate with People & Places, Product, Operations, Technology and Data, and use performance data to drive strategic improvements.