Senior Manager – Conversational Banking Transformation (12m FTC/Secondment)

JOB TITLE: Senior Manager – Conversational Banking Transformation

LOCATION: Leeds / Bristol / Chester / Manchester / Birmingham / Edinburgh (flexible)

HOURS: Full-time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, in one of our office locations mentioned above.

What you’ll be doing

This is your opportunity to shape the future of digital customer service at scale—leading the evolution of Conversational Banking into a market‑leading, AI-enabled capability that supports millions of customers every year.

You’ll play a critical role within Personal Banking, a digitally led and data-driven business supporting over 26 million customers. Working at the intersection of customer experience, technology and operations, you’ll take ownership of a high-impact change portfolio—enhancing customer journeys, improving advisor efficiency, and embedding intelligent automation across our conversational channels.

As a Senior Manager, you’ll set direction and translate strategic ambition into tangible delivery. You’ll work across Platforms, Operations and Product teams, as well as external partners, to accelerate our AI roadmap, strengthen end-to-end channel management and transform advisor journeys across large, often offshore-enabled, operations teams.

This is a highly visible leadership role requiring strong collaboration and influence, where you’ll build alignment across multiple stakeholders while ensuring change is delivered safely, sustainably and with clear commercial impact.

Why join us

We’re transforming at pace. Investing billions in our people, data and tech to change the way we meet the needs of our customers. We’re growing, and we’d love you to be part of the journey.

Essential skills & experience

• 5+ years extensive experience leading large-scale transformation or change portfolios within customer service, operations or digital channels

• 3+ years Demonstrated experience improving customer journeys, driving efficiency and embedding automation or digital capability within service environments

• Strong track record of delivery implementing complex change into large, customer-facing environments, including offshore or third-party supplier models

• Proven strategic leadership experience setting direction, defining roadmaps and delivering against business and customer outcomes

• Advanced stakeholder engagement and communication skills, including the ability to influence senior leaders and translate strategy into clear, compelling narratives

And any experience of these would be great

• Experience delivering AI, automation or conversational banking/chat/messaging platforms

• Background in channel management, digital servicing or contact centre transformation

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 transferable experience, we encourage you to apply.

This is a place for you

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

We offer a wide‑ranging benefits package, including:

• A generous pension contribution of up to 15%

• An annual performance‑related bonus

• Share schemes including free shares

• Benefits you can tailor to your lifestyle, such as discounted shopping

• 30 days’ holiday, plus bank holidays

• A range of wellbeing initiatives and generous parental leave policies

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more!