Transforming Processes Manager - Manchester, England

Job summary

We're on an exciting journey to transform Lloyds Banking Group (LBG) and the way we're shaping finance for good. We're focusing on the future, investing in our technologies, workplaces, and colleagues to make our Group a great place for everyone.

Responsibilities

• Obsess about the customer experience, ensuring that our business is optimised to deliver a world-class end-to-end customer experience centred around AI.
• Set the vision and direction for AI development aligned to strategic priorities, including prioritisation of use cases with data-driven methodology and alignment to experience developments in and out of the App.
• Help develop and embed an Operationalisation Framework to enable scaling from MVP to strategic multi-agent functionality, laying the foundations for making the best use of AI across our channels.
• Establish business practices to get the best from AI: performance, governance and oversight forums, MI, colleague roles and controls optimised for AI customer interactions.
• Work with data specialists to optimise customer data flows to ensure we get actionable insight to help us relentlessly improve our AI capability, tracking the impact of AI solutions for our customers and ensuring they deliver measurable value.
• Develop our engagement strategy for customers and colleagues, helping build the buzz about our approach.

Job description