Head of Design, Insights & Colleague Experience

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

Benefits offered by this job

Generous pension (up to 15%)

Annual bonus

Share schemes

30 days' holiday

Wellbeing initiatives

Job summary

Lloyds Banking Group is seeking a Head of Design, Insights & Colleague Experience in the UK. You will lead research, insight, service design and colleague experience across journeys and services, shaping end-to-end experiences and measuring impact with senior stakeholders.

You'll collaborate with People & Places, Product, Operations, Technology and Data to deliver improvements, explore AI-enabled approaches with governance, and build capability across the organisation for smarter, personalised

Qualifications

• Colleague experience: shaping journeys using research and insight to improve journeys and experiences at scale.
• Design thinking: applying design-led approaches to complex environments and large-scale transformation.
• Data literacy: using research, insight and data to inform priorities and outcomes.
• Managing key relationships: building relationships with senior stakeholders across boundaries.
• AI literacy: identifying opportunities to use AI and governance for responsible adoption.
• Coaching & feedback: leading multidisciplinary teams and building capability.

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 improvements.
• Use insight 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 governance.

Skills

Colleague experience

Design thinking

Data literacy

Stakeholder management

AI literacy

Coaching

Job description

End Date

Wednesday 04 November 2026

Salary Range

£106,565 - £125,370

Flexible Working Options

Hybrid Working

JOB TITLE

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.

You’ll:

• 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.

About Us / Why Lloyds Banking Group

We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.

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.

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 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.

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

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.