Director, AI-Driven Service Transformation

Lloyds Banking Group; Birmingham; Hybrid; GBP 120,000 - 160,000; Full time

Job summary

Lloyds Banking Group is seeking a Transformation Director to shape the future of customer service across Business & Commercial Banking. This senior role leads a large-scale service transformation platform spanning customer servicing, CRM, lending journeys and operational support capabilities.

You’ll drive strategic change across business, operations and technology teams, harness Generative AI, intelligent automation and data-driven decision-making to deliver simpler, faster, and more intelligent

Qualifications

• Senior leadership experience delivering large-scale transformation in banking or regulated environments.
• Experience leading cross-functional teams across business, operations and technology.
• Strong expertise in customer servicing, CRM platforms and journey transformation.
• Experience applying Generative AI, Agentic AI and data-led decision-making.
• Knowledge of risk, regulatory requirements, outsourcing governance and controls.

Responsibilities

• Define and lead the strategic vision, roadmap and priorities for the Service Transformation Platform.
• Deliver large-scale transformation programmes to improve outcomes and efficiency.
• Lead evolution of customer servicing, CRM and relationship management capabilities.
• Drive adoption of Generative AI, Agentic AI and intelligent automation.
• Partner with senior leaders across business, operations, technology, risk and support.
• Oversee platform governance, funding, resource allocation and OKRs.
• Lead colleague-impacting change programmes with strong adoption.
• Drive continuous improvement through process intelligence and redesign.
• Maintain control environment with risk management and regulatory compliance.
• Build high-performing cross-functional teams and foster innovation.
• Manage strategic relationships with external suppliers and providers.
• Champion responsible use of AI with governance aligning to regulatory requirements.

Skills

Senior leadership

Stakeholder management

Cross-functional leadership

AI & automation awareness

Regulatory/compliance understanding

Job description

Lloyds Banking Group is seeking a Transformation Director to shape the future of customer service across Business & Commercial Banking. This senior role leads a large-scale service transformation platform spanning customer servicing, CRM, lending journeys and operational support capabilities.

You’ll drive strategic change across business, operations and technology teams, harness Generative AI, intelligent automation and data-driven decision-making to deliver simpler, faster, and more intelligent