Job Description

Role

Who you are

We're looking for someone who is curious, comfortable with ambiguity and excited by the opportunity to help define new interaction models, products and services in a rapidly evolving space
This is a role for someone who can combine deep customer understanding with strategic leadership, helping teams decide not just how to build things, but what should be built in the first place
8+ years experience leading design for complex digital products, platforms or services
Experience working on AI-enabled customer products, conversational experiences, virtual assistants, chat experiences or agentic systems
Strong understanding of the opportunities, limitations and design considerations associated with AI-powered customer experiences
Strong expertise in design research and using customer evidence to shape decisions, strategy and product direction
Experience leading and developing designers and researchers, including coaching, performance management and capability building
Experience influencing senior partners and building alignment across multidisciplinary teams
Ability to connect customer insight, business goals and technology opportunities into a clear design direction
Strong facilitation, communication and storytelling skills
We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply

What the job involves

We're looking for an experienced Design Lead to help shape the future of intelligent customer experiences within Intelligent Customer Products
This is a design leadership role with design research as a core specialism. You'll use customer insight, behavioural understanding and critical thinking to help define the experiences, products and services we build, while leading design direction across a multidisciplinary squad
Lead design direction for a strategic product area, aligning customer needs, business priorities and technology opportunities
Shape experience strategy and future vision for intelligent, AI-enabled customer experiences
Use customer insight and research to influence product strategy, roadmap decisions and investment priorities
Lead and guide research activity across the lab, ensuring teams have the evidence needed to make confident decisions
Build and evolve research capability within Intelligent Customer Products, helping establish standards, practices and ways of working that increase the impact of customer insight
Ensure customer understanding is embedded throughout the product lifecycle, from opportunity identification through to delivery and optimisation
Line manage and develop designers and researchers, supporting career growth, capability development and high performance
Create an inclusive, supportive environment where individuals can thrive and deliver their best work
Coach and mentor designers, helping raise capability across the team
Work with Product, Engineering and Design leaders to define and track Objectives and Key Results
Establish clear success measures and ensure customer, business and design outcomes remain aligned

Compensation & Work Arrangement:

£92.7-109.1k + An annual performance-related bonus + Share schemes including free shares
12 Month Fixed Term Contract
Senior and Expert level
London
2+ days a week in office

About the Company

Company mission

To support families and businesses, helping them to take the next step, whatever that may be.

Lloyds Bank, part of Lloyds Banking Group, began operations back in 1765 and is nowadays one of the UK's leading retail and commercial banks. As with many leading banks, the company has dealt with its share of controversy, but it has nonetheless stood the test of time and worked to build back its public reputation in the wake of these setbacks.

As part of its ongoing digital transformation, the company is seeking to put the cloud at the front of its services and systems, and has cited intentions to invest heavily in overhauling its technology infrastructure. All this seeks to serve the modern banking customer, and to compete with the fast-increasing number of alternative banking options appearing on the market.

On top of this, Lloyds Bank has shown great interest in facilitating innovation in the industry, joining as a partner on "FinTech Action Labs" to bring its industry expertise to early-stage FinTechs. The company continues to enhance its online and mobile services (it is the UK's biggest mobile bank), as well as expanding its partnerships with digital banking companies.

Company Benefits:

Flex cash: 4% of basic salary for benefits of choice or cash top up
Generous holiday allowance: Minimum 22 days (excluding bank holidays), rising to 30 days based on service and grade
Flexible way of working: Location and schedule flexibility
Family leave: Up to 63 weeks of maternity or adoption leave, with 20 weeks enhanced to full pay; six weeks fully paid paternity leave
Health insurance: Company-funded Private Medical Benefit
Colleague Offers: Discounts on electrical items, cinema tickets, food shopping (shareable with up to ten family members or friends)
Financial products: Discounted rates on current accounts, home and car insurance, loans
Share plans: Sharematch (matching shares up to £45/month) and Sharesave options
Pension: Generous 'Your Tomorrow' scheme with automatic enrollment and investment choice

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