Head of Transformation - Digital Engagement

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.

• Be responsible for the strategic alignment of all teams within Digital Engagement to ensure cohesive planning and prioritization of activities.

• Design and implement an app advocacy strategy to boost app usage and engagement.

• 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:

• Strategic Vision and Mobile-First Thinking: You bring a strong understanding of digital engagement trends and mobile platform capabilities.

• Customer-Led Product and UX Focus: You put customer needs at the heart of transformation.

• Data-Driven and Commercially Focused: You use data and insight to join the dots.

• Change Leadership with a Test-and-Learn Mentality: You thrive in complex, changing environments.

• Influencing and Storytelling at Scale: You're a phenomenal collaborator who brings teams together.

• 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 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.

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.