Head of Design, Insights & Colleague Experience

<p style="text-align:left"><b>End Date</b></p>Wednesday 04 November 2026<p style="text-align:inherit"></p><p style="text-align:left"><b>Salary Range</b></p>£106,565 - £125,370<p></p><p></p><p></p><p><b><span><a href="https://www.lloydsbankinggroup.com/careers/culture-and-inclusion/agile-working.html" target="_blank">We support flexible working – click here for more information on flexible working options</a></span></b></p><p></p><p><b>Flexible Working Options</b></p>Hybrid Working<p style="text-align:inherit"></p><p style="text-align:left"><b>Job Description Summary</b></p>.<p style="text-align:inherit"></p><p style="text-align:left"><b>Job Description</b></p><p><span style="color:#000000"><b>JOB TITLE</b></span></p><p style="color:!important"><span style="color:#000000">Head of Design, Insights &amp; Colleague Experience</span></p><p style="color:!important"><span style="color:#000000"><b>SALARY</b></span></p><p style="color:!important"><span style="color:#000000">£106,565 - £125,370 pa </span></p><p style="color:!important"><span style="color:#000000"><b>LOCATION(S)</b></span></p><p style="color:!important"><span style="color:#000000">Leeds Wellington Place, Bristol Harbourside or Halifax Trinity Road</span></p><p style="color:!important"><span style="color:#000000"><b>HOURS</b></span></p><p style="color:!important"><span style="color:#000000">Full time - 35 hours per week</span></p><p style="color:!important"><span style="color:#000000"><b>WORKING PATTERN</b></span></p><p style="color:!important"><span style="color:#000000">Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at one of our office sites.</span></p><p style="color:!important"><span style="color:#000000"><b>About this opportunity</b></span></p><p style="color:!important"><span style="color:#000000">This is a unique opportunity to lead how we understand, design and improve colleague experiences across Lloyds Banking Group.</span></p><p style="color:!important"><span style="color:#000000">As Head of Design, Insights &amp; 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.</span></p><br /><p style="color:!important"><span style="color:#000000">You’ll:</span></p><ul><li><span style="color:#000000">Lead research, insight, service design and colleague experience disciplines across Customer Journey Management, Research &amp; Insights and Colleague Experience.</span></li></ul><ul><li><span style="color:#000000">Shape end-to-end colleague journeys, products, propositions and services.</span></li></ul><ul><li><span style="color:#000000">Partner across People &amp; Places, Product, Operations, Technology and Data to deliver measurable improvements.</span></li></ul><ul><li><span style="color:#000000">Use insight, colleague feedback and performance data to inform strategic priorities and continuous improvement.</span></li></ul><ul><li><span style="color:#000000">Identify opportunities to use AI and agentic capabilities to create more intelligent and personalised experiences, with responsible adoption and governance.</span></li></ul><ul><li><span style="color:#000000">Build multidisciplinary capability and establish effective practice across the organisation.</span></li></ul><br /><p style="color:!important"><span style="color:#000000"><b>About us / Why Lloyds Banking Group</b></span></p><p style="color:!important"><span style="color:#000000">We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone. </span></p><br /><p style="color:!important"><span style="color:#000000"><b>What you&#39;ll need</b></span></p><ul><li><span style="color:#000000"><b>Colleague Experience: </b>Deep expertise in shaping colleague experiences, using research and insight to improve journeys, services and ways of working at scale.</span></li></ul><ul><li><span style="color:#000000"><b>Design Thinking: </b>Expert experience applying design-led approaches across complex environments, including leading large-scale journey and service transformation to improve colleague and business outcomes. </span></li></ul><ul><li><span style="color:#000000"><b>Data Literacy: </b>Strong expertise in using research, insight, experience measures and data to inform strategic priorities, investment decisions and organisational outcomes. </span></li></ul><ul><li><span style="color:#000000"><b>Managing Key Relationships: </b>Strong experience building relationships with senior stakeholders, managing complex expectations and influencing decisions across organisational boundaries.<b> </b></span></li></ul><ul><li><span style="color:#000000"><b>AI Literacy: </b>Experience identifying opportunities to use AI, automation and agentic capabilities to create business value, while supporting responsible adoption and governance.<b> </b></span></li></ul><ul><li><span style="color:#000000"><b>Coaching &amp; Feedback: </b>Experience leading and developing multidisciplinary teams across insight, research, design and journey transformation, building capability and creating impact beyond direct reporting lines.</span></li></ul><br /><p style="color:!important"><span style="color:#000000"><b>And any experience of this would be really useful</b></span></p><ul><li><span style="color:#000000"><b>Collaboration: </b>Experience enabling effective cross-business working and bringing multidisciplinary teams together around shared outcomes. </span></li><li><span style="color:#000000"><b>Data Storytelling: </b>Experience translating complex evidence and insight into clear narratives that support decisions and action.<b> </b></span></li></ul><ul><li><span style="color:#000000"><b>Creativity &amp; Innovative Thinking: </b>Experience applying innovative thinking to complex or ambiguous challenges and turning ideas into practical approaches.</span></li></ul><br /><p style="color:!important"><span style="color:#000000"><b>This is a place for you...</b></span></p><p style="color:!important"><span style="color:#000000">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.</span></p><p style="color:!important"><span style="color:#000000">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.</span></p><p style="color:!important"><span style="color:#000000">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.</span></p><p style="color:!important"><span style="color:#000000">We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers - just let us know what you need. </span></p><br /><p style="color:!important"><span style="color:#000000"><b>Benefits</b></span></p><p style="color:!important"><span style="color:#000000">We also offer a wide-ranging benefits package, which includes:</span></p><ul><li><span style="color:#000000">A generous pension contribution of up to 15%</span></li></ul><ul><li><span style="color:#000000">An annual performance-related bonus</span></li></ul><ul><li><span style="color:#000000">Share schemes including free shares</span></li></ul><ul><li><span style="color:#000000">Benefits you can adapt to your lifestyle, such as discounted shopping</span></li></ul><ul><li><span style="color:#000000">30 days&#39; holiday, with bank holidays on top.</span></li></ul><ul><li><span style="color:#000000">A range of wellbeing initiatives and generous parental leave policies </span></li></ul><br /><p style="color:!important"><span style="color:#000000"><b>Ready to make an impact? Apply today!</b></span></p><br /><p style="text-align:inherit"></p><p style="text-align:left"><span><b>At Lloyds Banking Group, we&#39;re driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you&#39;ll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you&#39;ll have many opportunities to learn, grow and develop.</b></span></p><p style="text-align:inherit"></p><p style="text-align:left"><b>We keep your data safe. So, we&#39;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&#39;ll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. </b></p><p style="text-align:inherit"></p><p style="text-align:left"><span><b>We&#39;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.</b></span></p>