Head of Design, Insights & Colleague Experience

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

Benefits offered by this job

Generous pension contribution up to 15

Annual performance-related bonus

Share schemes including free shares

Discounted shopping benefits

30 days' holiday, with bank holidays

Wellbeing initiatives and parental le​

Job summary

Lloyds Banking Group in Leeds, Bristol or Halifax is seeking a Head of Design, Insights & Colleague Experience. This full-time role (35 hours) operates with a hybrid pattern requiring at least two days on-site at an office.

You will lead cross-disciplinary teams in research, insight, service design and colleague experience, shaping end-to-end journeys and collaborating with People & Places, Product, Operations, Technology and Data to drive measurable 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 to improve colleague and business outcomes.
• Data Literacy: Strong expertise in using research, insight, experience measures and data to inform strategic priorities, investment decisions and organisational outcomes.
• Managing Key Relationships: Strong experience building relationships with senior stakeholders, managing complex expectations and influencing decisions across organisational boundaries.
• AI Literacy: Experience identifying opportunities to use AI, automation and agentic capabilities to create business value, while supporting responsible adoption and governance.
• Coaching & Feedback: Experience leading and developing multidisciplinary teams across insight, research, design and journey transformation, building capability and creating impact beyond direct reporting lines.

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 in Leeds, Bristol or Halifax is seeking a Head of Design, Insights & Colleague Experience. This full-time role (35 hours) operates with a hybrid pattern requiring at least two days on-site at an office.

You will lead cross-disciplinary teams in research, insight, service design and colleague experience, shaping end-to-end journeys and collaborating with People & Places, Product, Operations, Technology and Data to drive measurable improvements.