Head Of Design Operations

End Date
Monday 26 February 2024
Salary Range
£121,023 - £142,380
We support agile working - click here for more information on agile working options.
Agile Working Options
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Job Description Summary
Reporting to the Group Experience Design Director, this role manages the central XD Design Operations teams, supporting the design delivery of meaningful outcomes for customers.
Works closely with the XD senior leadership team and Delivery Design leads to prioritise work against customer outcomes and business benefits. Fosters a supportive learning environment that helps people grow and create high performing teams. Embeds design practices and mind-sets throughout the Business area / Platforms / Labs.
Job Description
JOB TITLE: Head of Design Operations
LOCATION(S): London / Edinburgh
HOURS: Full-Time
WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, in our London office.
About this opportunity
Experience Design (XD) is primarily design researchers and designers deeply partnering and aligned with the Group’s businesses in Platform labs. To support these delivery research and design teams is Design Operations - central functions that support all the platform areas including,

• Constellation Design system - accessibility-compliant re-useable user interface components and front-end code libraries that standardises reusable design and code to build web and mobile user interfaces and digital experiences at scale and pace.
  
• Applied Science Design - customer interaction automation and AI capabilities deployed across the business areas, including virtual chatbot assistants, and automated processing of customer feedback.
  
• Design analytics and measurement - Design research, Design analytics and measurement to support evidenced-based decisions on the user experience.
  
• Design Assurance - The Design assurance team helps ensure experience quality for customers and colleagues by monitoring experience standards, aligning design assurance with CX measurement, and de-risking the bank through an assurance model.
  
• Design research and Design tooling - software tooling and physical design research labs used on the businesses for customer research.
  

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.
Key accountabilities
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 centre of Design Operations and forge new cohesive ways for working across all design philosophies and incorporate these into design delivery.
  
• Drive Leadership understanding and organisational 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.
  

Key capabilities, knowledge, skills and experience

• Leadership - Proven experience of leading a team to solve complex problems, translating strategic intent into customer centred 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.
  

We are looking for someone who

• 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 organisation’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.
    

About working for us
Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture.
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. And it’s why we especially welcome applications from under-represented groups.
We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.
We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
  
• An annual bonus award, subject to Group performance
  
• Share schemes including free shares
  
• Benefits you can adapt to your lifestyle, such as discounted shopping
  
• 30 days’ holiday, with bank holidays on top
  
• A range of wellbeing initiatives and generous parental leave policies
  

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.