Senior Skills & Capability Architect - Customer Care

Lloyds Banking Group; West of England; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Pension up to 15%

Annual bonus

Share schemes

Discounted shopping

Holiday allowance 30 days

Wellbeing initiatives

Parental leave

Job summary

Lloyds Banking Group is seeking a Senior Skills Development Partner for Customer Care to align skills with strategy, partner with executives, and drive measurable uplift in proficiency across the organisation. You will shape priorities, collaborate across the Group, and accelerate adoption of a modern, multi-modal learning ecosystem.

The role focuses on creating a comprehensive skills framework, leveraging data and market intelligence, and delivering tangible business outcomes while supporting

Qualifications

• Strategic influence to position skills as a critical lever for organisational success.
• Design and deliver a Skills vision, strategy, framework and interventions.
• Turn internal and external information into clear, actionable insight.
• Identify opportunities to simplify, automate and modernise through external insight.

Responsibilities

• Creating the Customer Care Skills vision, strategy and framework to guide capability across the group.
• Using domain expertise to identify and address skills gaps with next-practice approaches.
• Activating and embedding the proposition through campaigns, marketing and adoption tactics.
• Optimising the Skills tech and tooling to enable modern, multi-modal learning experiences.

Skills

Strategic influencing

Skills development

Commercial judgement

Creative thinking

Data-driven decision making

Agile

Tools

Viva Learning

Job description

Lloyds Banking Group is seeking a Senior Skills Development Partner for Customer Care to align skills with strategy, partner with executives, and drive measurable uplift in proficiency across the organisation. You will shape priorities, collaborate across the Group, and accelerate adoption of a modern, multi-modal learning ecosystem.

The role focuses on creating a comprehensive skills framework, leveraging data and market intelligence, and delivering tangible business outcomes while supporting