At a Glance
- Tasks: Lead the transformation of Conversational Banking, enhancing customer experiences with AI.
- Company: Join Lloyds Banking Group, a leader in digital customer service innovation.
- Benefits: Enjoy a competitive salary, generous pension, 30 days holiday, and flexible working options.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Shape the future of banking while making a real impact on millions of customers.
- Qualifications: 5+ years in transformation roles, strong leadership, and stakeholder engagement skills required.
The predicted salary is between 78098 - 91880 £ per year.
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!
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. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
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. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.
Senior Manager – Conversational Banking Transformation (12m FTC/Secondment) in Leeds employer: Lloyds Bank plc
Lloyds Banking Group is an exceptional employer, offering a dynamic work environment that fosters innovation and collaboration in the rapidly evolving field of Conversational Banking. With a strong commitment to employee growth, a generous benefits package including a substantial pension contribution, and a focus on diversity and inclusion, you will have the opportunity to make a meaningful impact while enjoying a supportive and flexible workplace culture across various locations such as Leeds, Birmingham, and Manchester.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager – Conversational Banking Transformation (12m FTC/Secondment) in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend industry events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your responses to show how your experience aligns with their goals, especially in areas like customer service transformation and AI integration.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms. This will help you articulate your thoughts clearly and confidently, especially when discussing your leadership experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our transformation journey.
We think you need these skills to ace Senior Manager – Conversational Banking Transformation (12m FTC/Secondment) in Leeds
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in leading large-scale transformations, especially in customer service or digital channels. We want to see how your skills align with the role of Senior Manager in Conversational Banking Transformation.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've improved customer journeys or driven efficiency in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to convey your ideas and experiences, making it easy for us to see why you’re a great fit for the team.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity. Don’t miss out!
How to prepare for a job interview at Lloyds Bank plc
✨Know Your Stuff
Make sure you understand the ins and outs of conversational banking and AI. Brush up on recent trends and technologies in customer service transformation. This will help you speak confidently about how you can contribute to their vision.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading large-scale transformations. Be ready to discuss specific projects where you improved customer journeys or implemented automation, and how you engaged stakeholders throughout the process.
✨Tailor Your Communication
Since this role involves influencing senior leaders, practice articulating your ideas clearly and compellingly. Use storytelling techniques to convey your strategic vision and how it aligns with the company's goals.
✨Ask Insightful Questions
Prepare thoughtful questions that demonstrate your interest in the company’s future direction. Inquire about their current challenges in conversational banking transformation and how they envision the role contributing to overcoming those challenges.
