Head of Transformation - Digital Engagement

Lloyds Banking Group; Bristol; Hybrid; GBP 104,000 - 124,000; Full time

Job description

End Date

Tuesday 29 April 2025

Salary Range

£104,992 - £123,520

Flexible Working Options

Hybrid Working, Job Share

Job Description Summary

Role overview:
There is an exciting opportunity to join the Digital Engagement team as the Head of Transformation.

The Digital Engagement team is at the forefront of our mobile first strategy, responsible for leading our Digital channel which includes our app and desktop and at the forefront of revolutionising customer journeys by digitising interactions, completing the mobile app, and transforming the customer experience across the retail bank. It is dedicated to designing and identifying the path to becoming the UK's most recommended banking app, enhancing how we communicate with customers within the app, and driving digital sales. This team is pivotal in creating a seamless, innovative, and customer-centric digital experience, driven by transformative processes that foster cross-functional collaboration, working at different altitudes across our business area, division, and the Group to drive our strategic vision forward.

Digital Engagement Objectives:

1. Deliver the UK's Most Recommended Banking App
2. Drive Digital Sales for the Group
3. Digitise to Mobile First by Transforming Customer & Colleague Experiences

Job Description

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. We support agile working.

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:

• 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. Whether creating a unified view of the 15 change teams that release into our app or devising the strategic roadmap for consumer engagement, you're responsible for ensuring all initiatives support our strategic vision!

• Be responsible for the strategic alignment of all teams within Digital Engagement to ensure cohesive planning and prioritization of activities. Foster collaboration and ensure that all efforts are directed towards achieving our strategic objectives, enhancing overall efficiency and effectiveness.

• Design and implement an app advocacy strategy to boost app usage and engagement. Empower employees to become app advocates by ensuring they are well-informed about new features and their benefits. Increase the number of digitally engaged customers and collaborate across the Group to attract prospective customers to the app.

• Lead and transform our Model Office and Beta programme, identifying innovative ways to test across the app and with our customers, enabling us to test our vision, ensuring it aligns with customer and colleague expectations, and understand the impact change will have on the achievement of our strategic vision. Driving a culture of continuous improvement and customer-centricity.

Skills we’re looking for

• Strategic Vision and Mobile-First Thinking You bring a strong understanding of digital engagement trends and mobile platform capabilities, with a clear vision for how app experiences can drive deeper customer relationships. You’re confident shaping and delivering a roadmap that positions our app as a key channel for value and connection.

• Customer-Led Product and UX Focus You put customer needs at the heart of transformation. You’ve partnered with product and design teams to reimagine journeys, reduce friction, and continuously improve app experiences—using feedback loops, behavioural insight, and real-world usage data.

• Data-Driven and Commercially Focused - You use data and insight to join the dots—spotting patterns, surfacing opportunities, and driving decisions that unlock measurable value. You’re focused on outcomes, whether it’s improving engagement, increasing efficiency, or delivering stronger returns on digital investment.

• Change Leadership with a Test-and-Learn Mentality You thrive in complex, changing environments and have led large-scale digital transformations from within. You champion modern delivery practices, foster a culture of experimentation, and are comfortable testing, building, and evolving digital propositions in collaboration with tech and design teams.

• Influencing and Storytelling at Scale You're a phenomenal collaborator who brings teams together behind a common digital vision. Your ability to communicate clearly and persuasively helps create alignment across senior collaborators, technical teams, and customer functions alike.

• Regulatory and Risk-Aware Innovation You know how to deliver forward-thinking digital experiences within a regulated environment. You’re proactive in identifying risks, confident navigating governance, and experienced in building trust while pushing the boundaries of innovation.

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 were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• 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 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. With us you'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'll have many opportunities to learn, grow and develop.

We keep your data safe. So, we'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'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.

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. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.