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Head of Design Operations

Website LBGplc Lloyds Banking Group

As Head of Design Operations, you lead the framework and tools that incorporate the vision, principles and deployment of Experience design strategy and standards. This role will require significant credible design experience and expertise coupled with the ability to influence and assert customer centric investment in Experience design.

This role will continually provide, and champion design thinking and design led culture to enable the business to be bold and innovative while blending with programme disciplines such as operational excellence, business architecture and industrialisation, and technology. All accountabilities report up to the Group Experience Design Director, Brands, Marketing and Experience.




Experience design is one of the few teams whose work is spread across and visible to all businesses in the Group. You’ll play a vital role in ensuring all design and engineering work creates a cohesive overall Lloyds Banking Group experience for our customers, while supporting colleagues too.

  • All accountabilities delegated from the Experience Design Director, Brands, Marketing and Experience.
  • Evolve a center of design operations and forge new cohesive ways for working across all design philosophies and incorporate these into design delivery.
  • Drive Leadership understanding and organizational capability in customer-centric Design, leveraging Service Design and Systems Thinking philosophies, and design assurance approaches.
  • Build a world class design practice and environment within the Group and attract and retain market leading design capability.
  • Accountable for ensuring design asset reuse and design outcomes that are fit for purpose, assuring consistency and adherence to design standards and practices across all divisions.
  • Ensuring that the Design team are using the latest design methodology and principles and are proactively employing advanced technology, tools and methods to deploy our capabilities in cutting edge ways.
  • Work with business stakeholders and directors to quickly resolve business design and delivery issues and support/drive escalations where required to protect best in class design whilst enabling rapid delivery.
  • Develop strong relationships with Group businesses, Group strategy, Risk and rest of BME to enable strategic influence of future design.




  • Leadership – Proven experience of leading a team to solve complex problems, translating strategic intent into customer centered group application.
  • Design Expertise – Proven record in establishing and driving innovation led design.
  • Credibility – Drawn from a past track record in complex and diverse markets and organisations to design.
  • Drive – Resilience in overcoming challenges and strong self-awareness with the desire to exceed expectations and bring your team with you.
  • Problem solving and analytics – Ability to critically think about problems with an innovative and strategic mind-set and to shape and challenge across design disciplines.
  • Personal impact and influence skills – Credibility in executive forums with a track record of effectively communicating and influencing stakeholders at all levels.
  • Digital and Technology in Financial Services – Relevant experience and understanding of digital and financial services with vision on where the industry is heading.




  • Has significant experience of digital product management and ownership experience.
  • Can demonstrate relevant experience leading multi-brand, multi-platform design teams, preferably in financial services.
  • Can demonstrate the ability to understand and navigate a large organization’s multiple platforms, channels and code bases to then shape a sustainable strategy that can benefit all areas.
  • Can demonstrate putting the customer at the heart of their decisions and has proof of advocating and improving the accessibility and inclusivity of designs and code.
  • Can demonstrate the ability to manage multiple design and engineering deliveries at the same time.
  • Has experience bringing together and running a multi-disciplinary team, including design and development, to achieve objectives through an agile delivery model.
  • Has a personal presence that inspires confidence in others,
  • Creates the right conditions and environment for others to work effectively
  • Builds the confidence of the teams to own the point of their service to the Group
  • Collaborates with colleagues across the Group and builds large networks.


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