At a Glance
- Tasks: Lead the transformation of Conversational Banking, enhancing customer journeys and driving AI innovation.
- Company: Join Lloyds Banking Group, a leader in digital customer service and innovation.
- Benefits: Generous pension, performance bonuses, tailored benefits, 30 days holiday, and wellbeing initiatives.
- Other info: Flexible working options and a commitment to diversity and inclusion.
- Why this job: Shape the future of banking while making a positive impact on millions of customers.
- Qualifications: 5+ years in transformation roles, strong leadership, and experience in customer service or digital channels.
The predicted salary is between 78098 - 91880 £ per year.
End Date: Monday 22 June 2026
Salary Range: £78,098 - £91,880
We support flexible working – click here for more information on flexible working options.
Flexible Working Options: Hybrid Working, Job Share
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 keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. 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 Birmingham employer: Lloyds Bank
At Lloyds Banking Group, we pride ourselves on being an exceptional employer, offering a dynamic work culture that champions diversity, equity, and inclusion. With a strong focus on employee growth, we provide extensive training opportunities and a generous benefits package, including a substantial pension contribution, performance-related bonuses, and tailored lifestyle benefits. Our hybrid working model allows for flexibility, ensuring that you can thrive both personally and professionally while making a meaningful impact in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager – Conversational Banking Transformation (12m FTC/Secondment) in Birmingham
✨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. Understand their values and how they align with yours. This will help you answer questions more authentically and show that you're genuinely interested.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Senior Manager in Conversational Banking Transformation. Highlight your achievements and how they can benefit the company.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining us and being part of our transformation journey.
We think you need these skills to ace Senior Manager – Conversational Banking Transformation (12m FTC/Secondment) in Birmingham
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 and improving customer journeys. We want to see how your skills align with our mission of enhancing digital customer service.
Showcase Your Leadership Skills:In your application, emphasise your strategic leadership experience and how you've successfully influenced stakeholders in previous roles. We’re looking for someone who can set direction and deliver impactful change, so let that shine through!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to convey your achievements and experiences, as we appreciate a compelling narrative that’s easy to follow.
Apply Through Our Website:Don’t forget 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. We can’t wait to hear from you!
How to prepare for a job interview at Lloyds Bank
✨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, as well as the specific challenges faced by the company. This will help you speak confidently about how your experience aligns with their needs.
✨Showcase Your Leadership Skills
As a Senior Manager, you'll need to demonstrate your strategic leadership abilities. Prepare examples of how you've successfully led large-scale transformations or change portfolios in the past. Be ready to discuss how you set direction and influenced stakeholders to achieve business outcomes.
✨Engage with Stakeholders
Highlight your advanced stakeholder engagement skills during the interview. Think of instances where you've effectively communicated with senior leaders or cross-functional teams. Show that you can translate complex strategies into clear narratives that resonate with different audiences.
✨Emphasise Your Adaptability
The role requires flexibility and the ability to work across various teams and platforms. Share experiences where you've adapted to changing environments or embraced new technologies. This will demonstrate your readiness to thrive in a dynamic, hybrid working model.
