End Date Sunday 14 September 2025Salary Range £0 - £0Flexible Working Options Hybrid Working, Job ShareJob Description Summary .Job DescriptionJOB TITLE: Service Transformation DirectorSALARY: From £83,000+ (dependent on location & experience)LOCATIONS: Birmingham / Edinburgh / LondonHOURS: Full-TimeWORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sitesAbout This OpportunityThis is an excellent opportunity for a Service Transformation Director to lead a newly integrated team at the heart of our Corporate & Institutional Banking (CIB) division. This pivotal role will shape how we support clients across all servicing interactions & journeys—delivering a differentiated, streamlined experience that strengthens relationships and drives strategic growth.You’ll report to the Head of Service Experience Transformation within Client Operations and be responsible for high-performing teams focused on client management, service optimisation, and complaint resolution. A key part of your remit will be spearheading the rollout of a new named contact model for our premier clients—providing proactive support and using data-driven insights to remove friction and improve service delivery across the business.This opportunity sits at the core of our ambitious strategy, enabling end-to-end servicing excellence across CIB. You’ll also lead wider support initiatives across corporate banking, finding opportunities to enhance reactive and proactive servicing, and ensuring regulatory-aligned complaint handling that delivers the best outcomes for our clients.Key Accountabilities:Client Journey OversightProvide proactive oversight of all interactions for in-scope clients across every servicing and product journey within the Group.Lead the delivery of proactive service reviews to strengthen client relationships and identify areas for improvement.Collaborate with clients to gather insights that support fulfilment and enhance service outcomes.Build and maintain knowledge of a wide range of journeys to support seamless service delivery.Operational Efficiency & Issue ResolutionDrive end-to-end efficiency by identifying and removing blockers in client journey interactionsApply subject matter expertise to resolve a variety of client queries at first point of contactEnsure effective resolution of client complaints, aligned with policy and regulatory requirements.Partner EngagementEngage with key contacts across the Group to deliver an enhanced service proposition.Collaborate closely with coverage leads to shape and evolve the team’s delivery model.Leadership, Strategy & PerformanceProvide strategic leadership for client experience within Client Operations and in collaboration across CIB.Drive high-quality data analysis to improve visibility of client activity and inform service enhancements.Monitor and report on enhanced service delivery across all client journeys.Use management information to track team performance and drive operational efficiency.Shape and deliver the strategic vision for the continued development of a differentiated service proposition across CIB.What You’ll NeedStrategy, Leadership & Culture: Proven ability to build and deliver strategic plans and implement solutions that improve client experience. Strong situational judgement and experience advising across a broad range of topics. Ability to engage and inspire teams around a shared purpose of delivering for clients.Business & Commercial Insight: Deep understanding of the diverse needs of Corporate Banking clients and how to support them effectively. Demonstrable understanding of Commercial Banking products, including lending, markets, and trade solutions.Communication & Collaboration: Skilled communicator, able to influence and align partners across teams and functions.Data Literacy: Able to understand a mixture of data points on client journey experience to find opportunities for improvementClient Centricity: A client-first approach, with experience in front-facing roles and a passion for improving service outcomes.Team Performance & Operational Excellence: Track record of leading high-performing teams and driving operational excellence.About Working For UsOur 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 were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.We also offer a wide-ranging benefits package, which includes:A generous pension contribution of up to 15%An annual performance-related bonusShare schemes including free sharesBenefits you can adapt to your lifestyle, such as discounted shopping30 days’ holiday, with bank holidays on topA range of wellbeing initiatives and generous parental leave policiesIf you’re excited by the thought of becoming part of our team, get in touch. We’d love to hear from you!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.
