Head of Design, Insights – Colleague Experience

Lloyds Banking Group

. Lead research, insight, service design and colleague experience disciplines across Customer Journey Management, Research & Insights and Colleague Experience .

Posted 10/22/2026full-timeLeeds • United KingdomLead💰 £106,565 - £125,370 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates deep expertise in shaping colleague experiences through research and insight, leading large-scale journey and service transformations, and applying design-led approaches to improve organizational outcomes. Capable of building multidisciplinary teams and fostering effective collaboration across business units to drive strategic priorities and continuous improvement.

Highest-signal resume keywords

Colleague Experience DesignResearch And Insight ApplicationJourney Transformation LeadershipAI And Automation IntegrationStakeholder Relationship Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service DesignData AnalysisDesign-Led ApproachesExperience MeasurementStrategic PrioritizationPerformance ImprovementMultidisciplinary Team LeadershipInnovation In Problem SolvingColleague Feedback UtilizationComplex Evidence Translation

Soft Skills

Influencing DecisionsBuilding RelationshipsCross-Business CollaborationManaging ExpectationsEffective Communication

Tools & Technologies

AI CapabilitiesAutomation ToolsPerformance Data SystemsResearch ToolsInsight Platforms

Industry Keywords

Customer Journey ManagementColleague ExperienceService TransformationOrganizational OutcomesResponsible AI Adoption

About the role

Key responsibilities & impact

Lead research, insight, service design and colleague experience disciplines across Customer Journey Management, Research & Insights and Colleague Experience
Define and lead the organisation's approach to colleague experience
Bring together research, insight, service design and journey transformation to create simpler, smarter and more personalised colleague experiences
Shape end-to-end colleague journeys, products, propositions and services
Partner with People & Places, Product, Operations, Technology and Data
Deliver measurable improvements to colleague experiences
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
Support responsible AI adoption and governance
Build multidisciplinary capability and establish effective practice across the organisation

Requirements

What you’ll need

Deep expertise in shaping colleague experiences, using research and insight to improve journeys, services and ways of working at scale
Expert experience applying design-led approaches across complex environments
Experience leading large-scale journey and service transformation to improve colleague and business outcomes
Strong expertise in using research, insight, experience measures and data to inform strategic priorities, investment decisions and organisational outcomes
Strong experience building relationships with senior stakeholders, managing complex expectations and influencing decisions across organisational boundaries
Experience identifying opportunities to use AI, automation and agentic capabilities to create business value, while supporting responsible adoption and governance
Experience leading and developing multidisciplinary teams across insight, research, design and journey transformation
Experience enabling effective cross-business working and bringing multidisciplinary teams together around shared outcomes
Experience translating complex evidence and insight into clear narratives that support decisions and action
Experience applying innovative thinking to complex or ambiguous challenges and turning ideas into practical approaches
Full-time availability for 35 hours per week

Benefits

Comp & perks

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
Generous parental leave policies
Reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns
Reasonable adjustments throughout the recruitment process
Opportunities to learn, grow and develop