Head of Transformation - Digital Engagement

Head of Transformation - Digital Engagement

Head of Transformation - Digital Engagement

Apply locations: Bristol, Birmingham, 125 Colmore Row, Leeds, Wellington Place, Manchester, Westminster House, Chester, Cawley House

Time Type: Full time

Posted On: Posted 6 Days Ago

End Date: April 30, 2025 (6 days left to apply)

Job Requisition ID: 132594

Salary Range: £104,992 - £123,520

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

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, revolutionising customer journeys by digitising interactions, completing the mobile app, and transforming the customer experience across the retail bank. This team is pivotal in creating a seamless, innovative, and customer-centric digital experience, driven by transformative processes that foster cross-functional collaboration.

Digital Engagement Objectives:

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

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 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.

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.

Skills we're looking for

• Strategic Vision and Mobile-First Thinking: Strong understanding of digital engagement trends and mobile platform capabilities.
• Customer-Led Product and UX Focus: Partnered with product and design teams to reimagine journeys.
• Data-Driven and Commercially Focused: Use data and insight to drive decisions that unlock measurable value.
• Change Leadership with a Test-and-Learn Mentality: Thrive in complex, changing environments.
• Influencing and Storytelling at Scale: Ability to communicate clearly and persuasively.
• Regulatory and Risk-Aware Innovation: 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:

• 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.