Transformation Director

Lloyds Banking Group; Birmingham; Hybrid; GBP 120,000 - 160,000; Full time

Job summary

Lloyds Banking Group is seeking a Transformation Director to shape the future of customer service across Business & Commercial Banking. This senior role leads a large-scale service transformation platform spanning customer servicing, CRM, lending journeys and operational support capabilities.

You’ll drive strategic change across business, operations and technology teams, harness Generative AI, intelligent automation and data-driven decision-making to deliver simpler, faster, and more intelligent

Qualifications

• Senior leadership experience delivering large-scale transformation in banking or regulated environments.
• Experience leading cross-functional teams across business, operations and technology.
• Strong expertise in customer servicing, CRM platforms and journey transformation.
• Experience applying Generative AI, Agentic AI and data-led decision-making.
• Knowledge of risk, regulatory requirements, outsourcing governance and controls.

Responsibilities

• Define and lead the strategic vision, roadmap and priorities for the Service Transformation Platform.
• Deliver large-scale transformation programmes to improve outcomes and efficiency.
• Lead evolution of customer servicing, CRM and relationship management capabilities.
• Drive adoption of Generative AI, Agentic AI and intelligent automation.
• Partner with senior leaders across business, operations, technology, risk and support.
• Oversee platform governance, funding, resource allocation and OKRs.
• Lead colleague-impacting change programmes with strong adoption.
• Drive continuous improvement through process intelligence and redesign.
• Maintain control environment with risk management and regulatory compliance.
• Build high-performing cross-functional teams and foster innovation.
• Manage strategic relationships with external suppliers and providers.
• Champion responsible use of AI with governance aligning to regulatory requirements.

Skills

Senior leadership

Stakeholder management

Cross-functional leadership

AI & automation awareness

Regulatory/compliance understanding

Job description

End Date

Wednesday 09 September 2026

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working

Job Description

Job Title : Transformation Director
Location(s): London, Birmingham, Edinburgh
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. Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy.

About this opportunity
We’re looking for an experienced and visionary Transformation Director to shape the future of customer service across Business & Commercial Banking (BCB).

This is a high-impact leadership role with responsibility for a large-scale service transformation platform spanning customer servicing, relationship management, lending journeys and operational support capabilities. You’ll lead the delivery of strategic change across business, operations and technology teams, helping create simpler, faster and more intelligent experiences for customers and colleagues.

As the banking industry evolves, you’ll play a pivotal role in defining and delivering our long-term transformation agenda, harnessing the power of Generative AI, Agentic AI, intelligent automation and data-driven decision-making. Working across the UK and India, you’ll bring together diverse teams and partners to create scalable, resilient and customer-focused services that support the future growth of the business.

This is a unique opportunity to influence enterprise-wide transformation, shape future capability and help redefine how banking services are delivered in an increasingly digital and AI-enabled world.

What you’ll be doing

• Define and lead the strategic vision, roadmap and priorities for the Service Transformation Platform.
• Deliver large-scale transformation programmes that improve customer outcomes, colleague experience, productivity and operational efficiency.
• Lead the evolution of customer servicing, CRM and relationship management capabilities across colleague and digital channels.
• Drive adoption of Generative AI, Agentic AI, intelligent automation and data-led solutions to transform service delivery.
• Partner with senior leaders across business, operations, technology, risk and support functions to align priorities and maximise value.
• Oversee platform governance, funding, resource allocation and performance against agreed outcomes and OKRs.
• Lead the delivery of colleague-impacting change programmes, ensuring strong adoption and sustainable business benefits.
• Drive continuous improvement through process intelligence, automation and service redesign initiatives.
• Maintain a strong control environment bedding risk management, operational resilience and regulatory compliance into all platform activities.
• Build, develop and inspire high-performing cross-functional teams, creating a culture of innovation, accountability and continuous learning.
• Manage strategic relationships with external suppliers, business process outsourcing partners and technology providers.
• Champion responsible, transparent and ethical use of AI, ensuring appropriate governance and alignment with regulatory requirements.

Why join us?
This is an opportunity to lead one of the most significant service transformation agendas within UK banking. You’ll influence the future of customer servicing at scale, working at the intersection of business, technology, operations and AI innovation. With substantial investment, senior sponsorship and a clear long-term vision, you’ll have the platform to deliver meaningful change, build future capabilities and create lasting impact for customers, colleagues and the wider organisation. If you’re passionate about transformation, innovation and building high-performing teams, this role offers the chance to shape the future of banking services.

What we’re looking for
Essential requirements

• Significant senior leadership experience delivering large-scale business transformation, operational change or platform-based delivery within banking, financial services or a similarly regulated environment.
• Proven experience leading cross-functional teams across business, operations and technology functions, including responsibility for complex strategic programmes and budgets.
• Strong expertise in customer servicing, CRM platforms, customer journey transformation and operating model design.
• Demonstrated experience applying Generative AI, Agentic AI, intelligent automation, process intelligence and data-led decision-making to drive measurable business outcomes.
• Strong understanding of operational resilience, risk management, regulatory requirements, outsourcing governance and control frameworks within a regulated environment.

Desirable skills/experience

• Experience leading large-scale contact centre transformation or omnichannel service programmes.
• Professional qualifications or certifications in Agile delivery, Lean Six Sigma, Business Analysis or continuous improvement disciplines.
• Experience leading global or multi-location teams, including delivery across UK and offshore locations.

This is a place for you…

Our ambition is to be the leading UK business for diversity, equity and inclusion, supporting our customers, colleagues and communities. We are 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 launch a dedicated Working with Cancer initiative.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. As a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role and have 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 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.