Senior Skills Development Partner

Lloyds Bank plc; Leeds; Hybrid; GBP 78,000 - 101,000; Full time

Benefits offered by this job

Pension (15%)

Annual bonus

Share schemes

Holiday allowance 30 days

Wellbeing initiatives

Parental leave

Job summary

Lloyds Banking Group is seeking a Senior Skills Development Partner – Customer Care. The role focuses on shaping the skills strategy, identifying gaps, and driving measurable improvements in customer care capabilities. The job offers hybrid working across multiple UK locations and a strong emphasis on modern learning delivery.

You will lead curriculum design, governance, and stakeholder engagement with senior leadership to embed a scalable skills framework within the organisation.

Qualifications

• Strategic influence to shape organisational thinking and commitment to skills as a business lever.
• Design and deliver the skills vision, strategy, framework and interventions.
• Turn internal and external information into clear, actionable insight for decision makers.
• Identify opportunities to simplify, automate and modernise learning and skills delivery.
• Interpret data and translate it into insight used in day-to-day decisions.
• Operate effectively within an Agile way of working.

Responsibilities

• Creating the Customer Care Skills vision, strategy and framework, providing a north star beyond learning to wider capability levers.
• Using deep domain expertise to identify and address skills gaps with next-practice approaches.
• Activating campaigns, marketing and adoption tactics and optimising Skills Academies and personalised pathways.
• Leveraging the skills architecture, taxonomy and dashboards to inform strategic workforce planning and measure proficiency.
• Collaborating with the Group Skills Proposition Lead to identify when external content is needed.
• Optimising Skills tech/tooling for modern, multi-modal learning experiences at pace.

Skills

Strategic influence

Skills development

Commercial judgement

Creative thinking

Data-driven decisions

Agile mindset

Job description

End Date Tuesday 22 September 2026 Salary Range £78,098 - £91,880 We support flexible working Flexible Working Options Job Share Job Description Summary . Job Description

JOB TITLE: Senior Skills Development Partner – Customer Care SALARY: £78,098 - £101,068 LOCATION(S): Bristol, Halifax. Edinburgh or Leeds HOURS: Full time WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.

About this opportunity. Our purpose is to create an organisation that is always fit for today and ready for the future. By ensuring we have the right people with the right skills at the right time, organised in the most efficient and effective way, we can build organisational confidence that we’re ready to deliver our strategy, no matter what. We’re on a journey to becoming an agile, skills-based organisation where colleagues understand the skills they need for today and for the future and where there is an expectation that they will invest in their own personal growth and development. The Senior Skills Development Partner for Customer Care is a pivotal role. The role-holder works in close partnership with the Executive Sponsor, Job Family leads and Executives across the Group to assess, shape and determine skills priorities, informed by domain expertise and market intelligence. The role-holder will draw upon the wider Group propositions, taxonomy and skills intelligence engine, to deliver measurable uplifts in proficiency and business outcomes. This isn’t just another Learning & Development role; this is about activating Skills as the currency that drives organisational agility, capacity, capability and new ways of working, ensuring that we remain future fit at all times.

You’ll be Responsible for:

• Creating the Customer Care Skills vision, strategy and framework, providing a “north star” that looks systemically beyond learning to wider capability levers (work design, talent, tech, culture).
• Using deep domain expertise and experience to bring ‘next practice’ strategies to identify and address skills gaps.
• Activating and embedding the proposition - campaigns, marketing and adoption tactics; optimising the Customer Care Skills Academies in Viva Learning and driving personalised pathways and recommendations.
• Leveraging the Skills architecture & intelligence (taxonomy, assessment, skills capture, dashboards) to inform Strategic Workforce Planning (SWP), measure proficiency and power colleague experience.
• Collaborating with the Group Skills Proposition Lead to identify where 3rd-party content providers may be required to address specific skills gaps.
• Optimising the Skills tech/tooling to create modern, multi-modal learning experiences at pace.

What you’ll need:

• Strategic influencing: You’ll be shaping and challenging organisational thinking by positioning, and getting commitment to, skills being a critical lever for organisational success.
• Skills Development: You’ll design and deliver skills vision, strategy, framework and interventions.
• Commercial judgement: You’ll proactively turn internal and external information into clear, actionable insight.
• Creative thinking: You’ll spot opportunities to simplify, automate and modernise through turning competitor awareness and external insight into rapid experimentation.
• Data‑driven decision making: You’ll interpret data, translate it into insight, and apply it confidently in day‑to‑day decisions.
• Agile: You’ll understand how to operate in an Agile way of working.

Why Lloyds Banking Group?

If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

About working for us.

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re 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 a dedicated Working with Cancer Initiative. We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with 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.

We 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

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.

For more Flexible Working Options please use the free text search, e.g. job sharing, variable hours, to identify relevant matches.