Lloyds Operating System Director in Wellington

• Role Purpose
• Lead the development and continuous evolution of the Lloyds Digital Operating System (Lloyds OS), creating a unified, scalable platform that underpins the Group’s digital customer experience.
• Define and deliver the digital product vision and strategy for the Lloyds Banking app, ensuring alignment across brands, platforms and end-to-end journeys.
• Take accountability for driving the performance, resilience and continuous improvement of the digital experience for millions of customers.
• Operate at Group level to influence senior stakeholders and embed a truly customer‑centric, data‑driven culture.

Key Responsibilities

• Set the digital product vision and strategy
• Define the long‑term ambition for Lloyds OS and translate it into a clear, actionable product strategy and roadmap.
• Own the digital product direction of the Lloyds Banking App.
• Establish a modern product and technology framework
• Build and embed a consistent product ethos and governance framework across all digital journeys.
• Define experience, architecture and engineering standards to ensure scalability, resilience and security.
• Drive Innovation And Future Digital Experience
• Own the innovation agenda, shaping the next generation of digital experiences across navigation, personalisation and product discovery.
• Drive the convergence of multiple apps into a single, coherent and high‑performing digital platform.
• Embed AI and personalisation
• Define how AI is integrated across the digital experience, from predictive support to conversational interfaces.
• Ensure AI capabilities are deployed responsibly, with strong governance and a relentless focus on real customer value.
• Deliver Secure, Resilient Digital Experiences
• Be responsible for the performance, reliability, compliance and operational resilience of the Lloyds Banking App.
• Drive continuous improvement, incident management and consistently high‑quality service outcomes for our customers.
• Drive commercial outcomes through digital excellence
• Deliver against Group ambitions for growth, retention, engagement and cost efficiency.
• Prioritise initiatives based on customer value and commercial impact, embedding strong performance management disciplines.
• Lead people, capability and organisational influence
• Build and lead a high‑performing, customer‑focused product organisation with strong technical and commercial capability.
• Influence and align senior stakeholders across the Group to deliver the Lloyds OS vision consistently.
• Candidate Profile
• Has deep experience leading large‑scale digital product platforms, ideally in financial services, fintech or complex consumer environments.
• Brings strong technical credibility, with a solid understanding of architecture, engineering practices, APIs and data ecosystems.
• Demonstrates proven commercial acumen, with a track record of delivering measurable outcomes.
• Is a visionary leader, who can articulate a compelling future vision while delivering practical, scalable solutions.
• Is genuinely customer‑obsessed, using data and insight to drive product decisions and improve experiences.
• Has strong leadership and influencing skills at senior executive level in complex organisations.
• Builds high‑performing teams, setting clear expectations and fostering a culture of accountability, collaboration and continuous improvement.
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