Head of Design (Insights & Colleague Experience)

Join Lloyds Banking Group as the Head of Design, Insights & Colleague Experience. In this role, you will lead the approach to colleague experience, shaping end-to-end journeys, products, and services. You will partner with various departments to deliver measurable improvements and identify opportunities for AI integration. This position offers a generous holiday allowance, flexible working options, family leave, health insurance, discounts, financial products, a pension plan, and more.

• Defining and leading the approach to colleague experience, integrating research, insight, service design, and journey transformation.
• Leading research, insight, service design, and colleague experience disciplines across various departments to shape end-to-end colleague journeys.
• Identifying opportunities to use AI and agentic capabilities to create more intelligent and personalized experiences, while ensuring responsible adoption and governance.

• 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
• AI Literacy: Experience identifying opportunities to use AI, automation and agentic capabilities to create business value, while supporting responsible adoption and governance
• Managing Key Relationships: Strong experience building relationships with senior stakeholders, managing complex expectations and influencing decisions across organisational boundaries
• Coaching & Feedback: Experience leading and developing multidisciplinary teams across insight, research, design and journey transformation, building capability and creating impact beyond direct reporting lines
• 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