Head of Design, Lloyds
Insights & Colleague Experience
£106.6-125.4k
+ Bonus & Share schemes
2+ days a week in office
Retail and commercial bank
Be an early applicant
Retail and commercial bank
1001+ employees
Be an early applicant
£106.6-125.4k
+ Bonus & Share schemes
2+ days a week in office
1001+ employees
Company mission
To support families and businesses, helping them to take the next step, whatever that may be.
Role
Who you are
- Colleague Experience: Deep expertise in shaping colleague experiences, using research and insight to improve journeys, services and ways of working at scale
- Design Thinking: Expert experience applying design-led approaches across complex environments, including leading large-scale journey and service transformation to improve colleague and business outcomes
- Data Literacy: Strong expertise in using research, insight, experience measures and data to inform strategic priorities, investment decisions and organisational outcomes
- Managing Key Relationships: Strong experience building relationships with senior stakeholders, managing complex expectations and influencing decisions across organisational boundaries
- AI Literacy: Experience identifying opportunities to use AI, automation and agentic capabilities to create business value, while supporting responsible adoption and governance
- Coaching & Feedback: Experience leading and developing multidisciplinary teams across insight, research, design and journey transformation, building capability and creating impact beyond direct reporting lines
Desirable
- Collaboration: Experience enabling effective cross-business working and bringing multidisciplinary teams together around shared outcomes
- Data Storytelling: Experience translating complex evidence and insight into clear narratives that support decisions and action
- Creativity & Innovative Thinking: Experience applying innovative thinking to complex or ambiguous challenges and turning ideas into practical approaches
What the job involves
- This is a unique opportunity to lead how we understand, design and improve colleague experiences across Lloyds Banking Group
- As Head of Design, Insights & Colleague Experience, you’ll define and lead our approach to colleague experience, bringing together research, insight, service design and journey transformation to turn colleague needs into simpler, smarter and more personalised experiences
- Lead research, insight, service design and colleague experience disciplines across Customer Journey Management, Research & Insights and Colleague Experience
- Shape end-to-end colleague journeys, products, propositions and services
- Partner across People & Places, Product, Operations, Technology and Data to deliver measurable improvements
- Use insight, colleague feedback and performance data to inform strategic priorities and continuous improvement
- Identify opportunities to use AI and agentic capabilities to create more intelligent and personalised experiences, with responsible adoption and governance
- Build multidisciplinary capability and establish effective practice across the organisation
Application process
- End Date: November 4, 2026
Our take
Lloyds Bank, part of Lloyds Banking Group, began operations back in 1765 and is nowadays one of the UK’s leading retail and commercial banks. As with many leading banks, the company has dealt with its share of controversy, but it has nonetheless stood the test of time and worked to build back its public reputation in the wake of these setbacks.
As part of its ongoing digital transformation, the company is seeking to put the cloud at the front of its services and systems, and has cited intentions to invest heavily in overhauling its technology infrastructure. All this seeks to serve the modern banking customer, and to compete with the fast-increasing number of alternative banking options appearing on the market.
On top of this, Lloyds Bank has shown great interest in facilitating innovation in the industry, joining as a partner on "FinTech Action Labs" to bring its industry expertise to early-stage FinTechs. The company continues to enhance its online and mobile services (it is the UK's biggest mobile bank), as well as expanding its partnerships with digital banking companies.
Steph
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Company benefits
- Flex cash: This is 4% of your basic salary and can be used to spend on the benefits of your choice, or you can choose to take it as a cash top up in your monthly salary.
- A generous holiday allowance: You’ll be eligible for a minimum of 22 days holiday (excluding bank holidays), rising to 30 days based on length of service and grade.
- A flexible way of working: Whether you want flexibility over your location or when you log on, together we can create an approach that works for you and for the business.
- Family leave: Up to 63 weeks of maternity or adoption leave. Statutory maternity or adoption pay is available for 39 weeks, and 20 weeks will be enhanced to the equivalent of full pay. Partners can have six weeks of fully paid paternity leave.
- Health insurance: Our company funded Private Medical Benefit provides all colleagues with access to good quality medical care, including accommodation, nursing care and specialist advice.
- Colleague Offers: Get discounts on everything from electrical items to cinema tickets and weekly food shopping. You can share this benefit with up to ten family members or friends.
- Financial products: Take advantage of our great financial products, some at a discounted rate, including current accounts, home and car insurance and loans.
- Share plans: Participate in Sharematch and receive matching shares of up to £45 a month from the company, and you can choose to participate in Sharesave, our combined savings and share option plan.
- Pension: We offer a generous pension plan, with all joiners being automatically enrolled in our 'Your Tomorrow' scheme. You can decide how much you save and get a say in where your contributions are invested.
Company HQ
City of London, London, UK
Leadership
Charlie Nunn
(Group Chief Executive)Spent nine years at HSBC, including as Group Head of Wealth Management and Digital, and as CEO of Wealth and Personal Banking.
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