Head of Digital Experience & Insights

Continuing our extensive £3bn transformation programme, Lloyds Banking Group is redefining what a bank is from the inside out. Our technology, our culture, and our mind-set is changing to craft a true technology led organisation.Within the Modern Workplace team an exciting and unique opportunity has arisen as the Digital Experience & Insights (DE&I) Lead. The team is charged with making LBG a cool place to work, wherever you work, by connecting colleagues with the latest technology and tools and providing a first class user experience for IT help and support.We want to be bold! So as technology and colleague expectations continue to evolve, could you help us craft new technology-enabled working practices?You'll join the MW Director's Leadership team and will get to work closely with Product Owners and Engineering leads to prioritise the work against customer outcomes and business benefits.Together we'll make it possible...We're a key team that challenges existing thinking, collaborates with divisional partners and work across the Group, proactively devising technical solutions to enterprise challenges. Our delivery of colleague centric solutions is crucial as we're laser focussed on providing a compelling experience for every colleague.You'll focus on designing and enhancing the journeys in which we engage and build relationships with our business customers, while supporting them with the right products, tools and services to meet their needs.What you'll get involved with: Acting as a 'hands on' service designer, and advocate for service design within our team, the Group CIO division and wider GroupDeveloping propositions which challenge deep-rooted values and behaviours to establish a modern workplace technology cultureIntroducing frameworks, tools, and techniques to drive impactful behavioural change in the teamApplying design thinking and modern research techniques to facilitate and scale work to drive innovation, experimentation, and evidence-based decision-makingSupporting new business cases and detailing the colleague-focused benefits and improvementsUpskilling the entire MW team to use service design to push boundaries, drive creativity and achieve the best outcomes for colleaguesProjecting a strong influence internally and externally, across multiple collaborators including technical teams, Service Owners, Senior Managers and Heads of Functions, while building relationships across these groupsLeading the colleague advisory board working with customers across the business to improve and understand the impact of change and serviceDemonstrating experience in Design/ designing colleague focused experiences through use of data and insights to improve colleague effectivenessCreating research road maps to keep the team on track, helping them set both short term goals and strategic directionResearching with colleagues to incorporate their requirements and prioritise on the MW backlogConverting insights and requirements derived from user research, business partners and data analysis into practical executionCreating research plans by collaborating with your team to unlock the key research questions and drawing on your deep research experience to decide the best methods to answer these questionsBe an active member of the MW community to share knowledge, create ideas, and embed principles of design across a scope of product, service and customer journeys.About you: You'll evidence extensive experience of introducing Digital experience solutions in large-scale organisations to allow us to drive a bold approach to our Future Ways of Working.Additionally you'll have worked in a variety of roles either that evidence an ability to challenge and embed new working practices whilst leading a can-do culture focussing on curiosity, collaboration, learning and development.You'll also be at ease in working with challenging Executive level colleagues as well as leading and developing colleagues at all levels.You'll be an innovative problem solver - encouraging relationships to enable external perspectives and new insightsYou'll also help to push a culture of automation and data-driven decision making.We'd hope that your professional experience can demonstrate: Robust customer management and leading skills to get to the heart of strategic questions quickly, while maintaining high engagement levelsA collaborative mentality to work quickly with a multi-disciplinary teamWorking effectively and confidently to help uncover priorities, visualise outcomes and define scope.Shaping and delivering programmes of research to ensure this is led by the colleague, customer and market insight when creating or enhancing our propositions and services.Researching and documenting current state services and experiences, and prototyping future state services.Taking ownership for both personal development and the development of others, helping them to succeed through coaching and mentoring.Crucial experience in a range of research and design methodsAbility to work in matrixed management environmentIn return:We'll provide you with a generous salary and comprehensive employee benefits package, and we'll be dedicated to giving you the opportunities and support to develop you both professionally and personally. As a leading employer we're passionate about diversity and equal opportunity with industry recognition across gender, ethnicity, disability, LGBTQ+ and families. And, being disability positive, reasonable adjustments can be accommodated in our Recruitment process. We also support the principles of agile working and are happy to consider flexible working arrangements.So if this sounds like your ideal next role and you have the technology background we're after, then get in touch today as we'd love to hear from you.

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