Head of Design, Insights & Colleague Experience

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

Benefits offered by this job

Generous pension contribution

Annual bonus

Share schemes

Flexible holidays

Wellbeing initiatives

Job summary

Lloyds Banking Group in Leeds is seeking a Head of Design, Insights & Colleague Experience to shape how we understand and improve colleague journeys across the organisation. You will lead research, insight, service design and journey transformation to deliver simpler, smarter and personalised experiences.

In this role you’ll collaborate with People & Places, Product, Operations, Technology and Data to drive measurable improvements.

Qualifications

• Deep expertise in shaping colleague experiences using research and insights to improve journeys, services and ways of working at scale.
• Proven ability to apply design-led approaches to large-scale journey and service transformation.
• Strong data literacy to inform strategic priorities and investments.

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 with People & Places, Product, Operations, Technology and Data to deliver measurable improvements.
• Use insight and performance data to inform strategic priorities and continuous improvement.
• Identify opportunities to use AI and agentic capabilities to enhance experiences with responsible 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

Collaboration

Data Storytelling

Creativity & Innovative Thinking

Job description

End Date Wednesday 04 November 2026

Salary Range £106,565 - £125,370

We support flexible working – more information on flexible working options

Flexible Working Options Hybrid Working

Job Description Summary.

Job Description

Head of Design, Insights & Colleague Experience

Salary £106,565 - £125,370 pa

Location(s) Leeds Wellington Place, Bristol Harbourside or Halifax Trinity Road

Hours Full time - 35 hours per week

Working Pattern 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

This is a unique opportunity to lead how we understand, design and improve colleague experiences across Lloyds Banking Group. As Head of Design, Insights & Colleague Experience, you’ll define and lead our approach to colleague experience, bringing together research, insight, service design and journey transformation to turn colleague needs into simpler, smarter and more personalised experiences.

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.

What you’ll need

• 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.
• And any experience of this would be really useful Collaboration: Experience enabling effective cross-business working and bringing multidisciplinary teams together around shared outcomes.
• Data Storytelling: Experience translating complex evidence and insight into clear narratives that support decisions and action.
• Creativity & Innovative Thinking: Experience applying innovative thinking to complex or ambiguous challenges and turning ideas into practical approaches.

Benefits

Benefits We also offer a wide-ranging benefits package, which includes:

• 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

Our ambition is to be the leading UK business for diversity, equity and inclusion, supporting our customers, colleagues and communities. We are 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.

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. With 320 years under our belt, we’re used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers. Here, you’ll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.