Transforming Processes Manager

JOB TITLE:  Transforming Processes Manager.

SALARY: £59,850 to £73,150pa (dependent on experience and location) plus an extensive benefits package.

LOCATION: Glasgow, Leeds, Belfast, Manchester, Birmingham, Bristol

HOURS:  Full time.

WORKING PATTERN: Hybrid, 40% (or two days) in one of the above office sites.

About this opportunity

We’re on an exciting journey to transform Lloyds Banking Group (LBG) and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.

This newly created role sits in our Transforming Processes team within the newly created Chief Digital Office which is responsible for reimagining our customer processes to delivering great experiences.

you excited by the opportunity to deliver innovative customer experiences?  We’re looking for a Transforming Processes Manager to help us operationalise AI across our customer journeys and colleague experiences. 

In this role, you’ll:

• Obsess about the customer experience, ensuring that our business is optimised to deliver a world-class end-to-end customer experience centred around AI.

• Set the vision and direction for AI development aligned to strategic priorities, including prioritisation of use cases with data-driven methodology and alignment to experience developments in and out of the App.

• Help develop and embed an Operationalisation Framework to enable scaling from MVP to strategic multi-agent functionality, laying the foundations for making the best use of AI across our channels.

• Establish business practices to get the best from AI: performance, governance and oversight forums, MI, colleague roles and controls optimised for AI customer interactions.

• Work with data specialists to optimise customer data flows to ensure we get actionable insight to help us relentlessly improve our AI capability, tracking the impact of AI solutions for our customers and ensuring they deliver measurable value.

• Develop our engagement strategy for customers and colleagues, helping build the buzz about our approach.

About you

We’re looking for someone who:

• Has a track record of operationalising new working practices across channels - especially the use of AI in customer-facing businesses.

• Has experience of optimising business processes to ensure AI brings maximum value.  

• Can set strategic direction and gaining stakeholder buy-in to deliver results.

• Works with data teams to develop reporting which provides actionable insight into customer value.

• Thrives on collaboration across engineering, data, risk, control and product areas.

• Can evidence an approach which is pragmatic, delivery-focused, and passionate about customer experience.

Why join us?

Your experience might be outside of Financial Services: we’re keen to bring in new ideas from other industries. This is your chance to be at the heart of our AI transformation, helping us reimagine how millions of customers experience everyday banking. You’ll join a collaborative team, have the freedom to shape how AI is used, and build your career in one of the fastest-growing areas of financial services.

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 everyone 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. 

If you’re excited by the thought of becoming part of our team, get in touch. 

We’d love to hear from you!