Senior Skills Architect – Customer Care, Hybrid

Lloyds Banking Group; West Bromwich; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Generous pension

Annual performance-related bonus

Share schemes

Discounts on products and services

30 days holiday

Wellbeing initiatives

Parental leave

Job summary

Lloyds Banking Group is seeking a Senior Skills Development Partner for Customer Care to shape the group’s skills priorities and drive measurable capability uplift across UK sites. You will work with executives to define priorities, influence strategic thinking and energise learning initiatives that support the business strategy.

The role emphasises agile, data-driven decision making and modern learning platforms, with a focus on campaigns, adoption, and personalised learning paths to improve

Qualifications

• Strategic influence to shape organisational thinking and gain commitment to skills as a success lever.
• Design and deliver a clear skills vision, strategy, framework and interventions.
• Turn internal and external information into actionable insights to drive decisions.

Responsibilities

• Creating the Customer Care Skills vision, strategy and framework, providing a north star for capability levers.
• Using domain expertise to identify and address skills gaps with next-practice strategies.
• Activating campaigns, marketing and adoption tactics; optimise skills academies in Viva Learning and drive personalized pathways.
• Leveraging skills architecture, intelligence and dashboards to inform Strategic Workforce Planning and measure proficiency.
• Collaborating to identify 3rd-party content to address gaps.
• Optimising skills tech/tooling for modern, multi-modal learning experiences.

Skills

Strategic influencing

Skills Development

Commercial judgement

Creative thinking

Data-driven decision making

Agile

Job description

Lloyds Banking Group is seeking a Senior Skills Development Partner for Customer Care to shape the group’s skills priorities and drive measurable capability uplift across UK sites. You will work with executives to define priorities, influence strategic thinking and energise learning initiatives that support the business strategy.

The role emphasises agile, data-driven decision making and modern learning platforms, with a focus on campaigns, adoption, and personalised learning paths to improve