End Date

Wednesday 04 November 2026

Salary Range

£78,098 - £91,880

We support flexible working – click here for more information on flexible working options

Flexible Working Options

Hybrid Working

Job Description Summary

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Job Description

SALARY

£78,098 - £91,880 pa

LOCATION(S)

Leeds, Bristol or Halifax

HOURS:

Full time - 35 hours per week

WORKING PATTERN

Hybrid

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.

About this opportunity

Do you enjoy solving complex problems, designing better experiences and exploring how emerging AI capabilities can transform the way People services are delivered?

This is an opportunity to help shape the future of People services, combining human-centred design, systems thinking and agentic innovation to create simpler, more intelligent and more personalised colleague experiences.

You’ll join the Design, Insights & Colleague Experience (DICE) team within People Experience & Platform (PExP). The team brings together research, insight, service design, colleague journey transformation and future experience innovation to turn colleague needs into meaningful improvements across the end-to-end colleague lifecycle.

As Senior Manager – Colleague Experience & Innovation, you’ll:

- Lead end-to-end service and operating model design, connecting colleague needs with processes, operating models, business architecture, data and technology to deliver practical and measurable outcomes.

- Lead journey and experience design, using human-centred design, systems thinking, journey maps and service blueprints to identify problem areas,



understand user needs and design improved future-state colleague services.

- Shape agentic service design and AI transformation, designing services that bring people and AI together and considering agent roles, decision boundaries, escalation paths and appropriate governance.

- Connect data, knowledge and technology architecture, helping define the information, knowledge, decision logic and governance needed to support intelligent automation and AI-enabled services.

- Lead complex service-design and transformation activity, facilitating design sessions and bringing Product, Policy, Proposition, Platform, Technology, Data, Operations and Change teams together to turn strategic direction into scalable improvements.

- Build service-design capability, coaching others in up-to-date design practices, systems thinking, service modelling and the use of design and enterprise-modelling tools.

About us / Why Lloyds Banking Group

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.

What you’ll need

- Design Thinking & Operating Models:



strong experience leading human-centred design across complex end-to-end services and journeys, operating models and business architectures and using systems thinking to understand relationships between people, processes, technology, data and policy and turn complex problems into practical improvements.

- Colleague Experience: strong experience designing and optimising end-to-end colleague or customer experiences, identifying bottlenecks and opportunities and translating user needs into service, process, data and technology requirements.

- AI Literacy: experience exploring and applying AI and agentic capabilities to services, including designing effective human-AI interactions and considering decision boundaries, escalation, data, knowledge and governance.

- Communication: strong facilitation and influencing skills, with experience engaging senior leaders, challenging constructively and building alignment across multidisciplinary teams.

- Business & Commercial Insight: experience leading complex design and transformation activity, connecting strategic direction with practical delivery and measurable colleague and business outcomes.

- Coaching & Feedback: experience developing capability in others, coaching teams in modern design approaches, systems thinking and service-modelling techniques and supporting continuous learning and experimentation.

And any of the following experience would be really useful

- Creativity & Innovative Thinking: experience linking opportunities to use emerging technologies and new approaches to reimagine services and turn innovative ideas into practical solutions.

📌 Colleague Experience (Halifax Regional Municipality)
🏢 Lloyds Banking Group
📍 Halifax Regional Municipality