Head of Transformation - Digital Engagement
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JOB TITLE: Head of Transformation - Digital Engagement
LOCATION(S): Bristol, Birmingham, Chester, Glasgow, Leeds, Manchester
HOURS: Full-time
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time at an office hub mentioned above.
About this opportunity
Join the Digital Engagement team as the Head of Transformation, a pivotal role in revolutionizing Customer Experience and driving the strategic vision to become the UK's #1 banking app. This position is critical for crafting Digital Engagement strategies and ensuring their successful implementation through strategic alignment and prioritization. It involves coordinating efforts within Digital Engagement, Consumer Engagement, and the Group, inspiring change teams (Platforms) and uniting them towards a common goal to foster a customer-centric culture.
This role offers a unique chance to shape the strategic direction across our channels. You'll play a key role in developing the strategy to establish our app as the UK's top banking app. Working closely with the Digital Engagement Director and Leadership team, you'll co-create and implement this strategy across the Group, integrating channels within Consumer Engagement into one cohesive vision. Your executive-level storytelling skills will be vital in communicating the strategic vision and progress to collaborators, ensuring alignment and consensus. Success in this role requires critical thinking, effective communication of complex ideas, and the ability to synchronize team efforts with strategic objectives. Additionally, you'll need to tackle critical challenges, demonstrating agility in adapting to new priorities as needed.
Day to day responsibilities include:
1. Develop and oversee the execution of the Consumer Engagement Transformation roadmap, ensuring all initiatives align with our goal of becoming the UK's Most Recommended banking app.
2. Be responsible for the strategic alignment of all teams within Digital Engagement to ensure cohesive planning and prioritization of activities.
3. Design and implement an app advocacy strategy to boost app usage and engagement.
4. Lead and transform our Model Office and Beta programme, identifying innovative ways to test across the app and with our customers.
Skills we’re looking for
1. Strategic Vision and Mobile-First Thinking: You bring a strong understanding of digital engagement trends and mobile platform capabilities.
2. Customer-Led Product and UX Focus: You put customer needs at the heart of transformation.
3. Data-Driven and Commercially Focused: You use data and insight to drive decisions that unlock measurable value.
4. Change Leadership with a Test-and-Learn Mentality: You thrive in complex, changing environments and have led large-scale digital transformations.
5. Influencing and Storytelling at Scale: You're a phenomenal collaborator who brings teams together behind a common digital vision.
6. Regulatory and Risk-Aware Innovation: You know how to deliver forward-thinking digital experiences within a regulated environment.
About working for us
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.
We want our people to feel that they belong and can be their best, regardless of background, identity or culture.
We also offer a wide-ranging benefits package, which includes:
1. A generous pension contribution of up to 15%
2. An annual performance-related bonus
3. Share schemes including free shares
4. Benefits you can adapt to your lifestyle, such as discounted shopping
5. 30 days holiday, with bank holidays on top
6. A range of wellbeing initiatives and generous parental leave policies
If all of this resonates, and you want a job with big meaning, then please do get in touch to discuss!
At Lloyds Banking Group, we'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.
We'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.
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