Head of Treatment Design & Insight, Motor Resolutions

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

Benefits offered by this job

Pension up to 15%

Bonus program

Share schemes

Discounted shopping

30 days holiday

Wellbeing initiatives

Job summary

Lloyds Banking Group is seeking a Head of Treatment Design & Insight for the Motor Resolutions area. The role is based in Cardiff and other UK locations, with hybrid working and a 40% office-time expectation.

You will set strategic direction, lead a diverse team, and translate complex regulatory requirements into practical customer journeys and outcomes. You will build an integrated insight capability, influence decisions across regulators and internal stakeholders, and drive continuous

Qualifications

• Proven senior leadership experience in a complex, multi-disciplinary function.
• Ability to turn regulatory, legal, customer or commercial requirements into practical strategies and journeys.
• Strong judgement balancing customer outcomes with regulatory obligations and risk.

Responsibilities

• Set direction and lead the function with clear accountabilities.
• Own treatment strategy and decision development for motor resolutions.
• Design end-to-end customer journeys including complaints, redress and complex cases.
• Lead an integrated insight and outcomes capability across the function.
• Engage regulators, ombudsman services and external bodies as required.

Skills

Senior leadership

Regulatory & conduct

Stakeholder influence

Journey design

Data-driven decision making

Job description

Job Description

End Date Friday 20 November 2026 Salary Range £106,565 - £125,370 We support flexible working – click here for more information on flexible working options Flexible Working Options Hybrid Working, Job Share

Job Description Summary .

Job Description

JOB TITLE: Head of Treatment Design & Insight, Motor Resolutions

LOCATION: Cardiff, Birmingham, Bristol, Chester, Edinburgh, Halifax, Leeds, Manchester

Salary: £106,565 - £125,370

HOURS: Full-Time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time in the office.

About this opportunity Motor Resolutions is at the heart of one of the Group’s most significant and high-profile customer programmes, bringing together customer treatment, data, technology, operations and programme delivery to resolve complex historic issues fairly, safely and at scale. As Head of Treatment Design & Insight, you’ll lead a broad, multidisciplinary function responsible for turning complex regulatory, legal, customer and operational requirements into clear treatment strategies, effective customer journeys and fair outcomes. Reporting to the Motor Resolutions Director, you’ll set the strategic direction for the function, create clarity from complexity and play a key role in building a connected, high-performing Motor Resolutions leadership team. You’ll lead through others, ensuring decisions are evidence-led and can be translated into practical delivery at scale. This is a rare opportunity to lead through significant regulatory and industry change, influence decisions with Group-wide visibility and build enduring capability beyond the immediate programme.

What will I be doing:

• Set direction and lead the function.
• Build an inclusive, high-performing team with clear accountabilities, strong ownership and the capability to deliver safely and at pace.
• Own treatment strategy and decision development.
• Lead the development of scheme and non-scheme treatment strategies, bringing together regulatory requirements, legal advice, complaints and FOS outcomes, customer evidence, commercial considerations and operational feasibility.
• Design end-to-end customer journeys.
• Take accountability for designing, mapping and optimising Motor Resolutions treatments and complex end-to-end customer journeys, including complaints, redress, scheme and non-scheme, litigation and complex or exceptional customer circumstances.
• Set a clear vision for the customer experience and ensure journeys are simple, empathetic, compliant and capable of being delivered consistently at scale.
• Drive high-quality decisions.
• Build an integrated insight and outcomes capability.
• Lead delivery across organisational boundaries.
• Shape customer communications.
• Lead the development of clear, empathetic and compliant customer communications that build trust, support understanding and reflect the needs of customers in different circumstances.
• Shape external engagement and industry thinking.
• Lead Motor Resolutions input into relevant engagement with regulators, FOS, industry bodies and other external customers.
• Manage regulatory, conduct and operational risk.
• Apply a strong understanding of relevant regulatory frameworks, complaints handling and customer treatment requirements to the design and operation of treatments and journeys.
• Drive innovation and continuous improvement.
• Bring curiosity and an entrepreneurial attitude to treatment, journey and insight design, challenging established thinking and creating an environment in which colleagues are encouraged to identify better ways of working.
• Build sustainable organisational capability.
• Develop organisational capability and succession across treatment design, customer journey design, insight, product management and decision development.

What you'll have:

• Proven senior leadership experience, with the ability to set direction, build capability and create clarity across a complex, multidisciplinary function.
• Experience of turning complex regulatory, legal, customer or commercial requirements into practical strategies, journeys or operating solutions.
• Strong judgement and decision-making, with the ability to balance customer outcomes, regulatory obligations, operational feasibility, risk and commercial considerations.
• Evidence of leading through others, creating accountability and enabling teams to deliver with pace, confidence and appropriate autonomy.
• Exceptional communication, storytelling and influencing skills, including the ability to present complex issues as clear options, recommendations and decisions.
• A strong end-to-end attitude, with experience of working across organisational boundaries and resolving competing priorities and dependencies.
• The ability to use customer, operational and performance insight to shape decisions and drive measurable improvement.
• Experience of identifying and managing operational, conduct or compliance risks.
• A commitment to inclusive leadership, constructive challenge and building a culture of curiosity, learning and continuous improvement.
• You’ll ideally have Customer treatment or journey design within a regulated environment. Complaints, remediation, redress, FOS or conduct-risk experience.
• Customer research, root-cause analysis, product management or insight-led improvement.
• Engagement with regulators, ombudsman services, industry bodies or external legal stakeholders.
• Leadership within a major transformation, remediation or time-critical programme.

About working for us:

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative. And it’s why we especially welcome applications from under-represented groups. We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

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. 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.

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