Senior Manager, Colleague Experience & AI Innovation

Lloyds Banking Group; Willenhall; Hybrid; GBP 78,000 - 92,000; Full time

Benefits offered by this job

A generous pension contribution

Annual bonus

Share schemes

Wellbeing initiatives

Flexible holiday

Parental leave policies

Job summary

Lloyds Banking Group invites applications for a Senior Manager – Colleague Experience & Innovation within the DICE team of People Experience & Platform. The role focuses on end-to-end service design, human-centred innovation and AI-enabled transformations to improve colleague experiences.

You will lead cross-disciplinary work, shape governance and operating models, and drive scalable improvements across processes, data and technology.

Qualifications

• Design Thinking & Operating Models: strong experience leading human-centred design across complex end-to-end services and journeys.
• Colleague Experience: experience designing and optimising end-to-end colleague or customer experiences.
• AI Literacy: experience exploring and applying AI and agentic capabilities to services.
• Communication: facilitation and influencing skills with senior leaders.
• Business & Commercial Insight: connecting strategy with tangible outcomes.
• Coaching & Feedback: developing capability in others.

Responsibilities

• Lead end-to-end service and operating model design, connecting needs with processes and technology.
• Lead journey and experience design using human-centred design and service blueprints.
• Shape agentic service design and AI transformation with governance considerations.
• Connect data, knowledge and technology architecture to support intelligent automation.
• Lead complex service-design and transformation activities with cross-team collaboration.
• Build service-design capability and coach others in modern design practices.

Skills

Design Thinking

Colleague Experience

AI Literacy

Communication

Business Insight

Coaching

Creative Thinking

Data Literacy

Product Innovation

Job description

Lloyds Banking Group invites applications for a Senior Manager – Colleague Experience & Innovation within the DICE team of People Experience & Platform. The role focuses on end-to-end service design, human-centred innovation and AI-enabled transformations to improve colleague experiences.

You will lead cross-disciplinary work, shape governance and operating models, and drive scalable improvements across processes, data and technology.