Automation Designer

Intelligent Automation is key to the effective realisation of our goal to enable great experiences for our customers, colleagues, and clients. Data and advanced analytics play a key role in advising how we design new products, services, and processes. The Applied Science Design team collaborates with Business Units and Platforms across Lloyds Banking Group to ensure we are delivering intelligent customer experiences that help our customers address their financial needs and achieve their financial goals. We also work closely with the Labs that are responsible for the delivery of core capabilities to ensure these align with the needs of our business and customers. As an Automation Designer (Conversational Banking), you will work with colleagues from every division of the Group to promote the implementation of Conversational AI and help drive the Conversational Banking / digital agenda. You will build a close and strong relationship with colleagues in the enabling Labs and wider Intelligent Automation Platform to gain a detailed understanding of the capabilities available and how they can be applied to business and customer problems. You'll help shape solutions and drive new and innovative ways of working to deliver automated intelligent customer experiences. Working within a small team, you'll have the opportunity to influence significant and enduring change, helping improve customer experience and achieve the right outcomes for customers. Your accountabilities will include:

• Networking effectively across a range of partners to understand and share opportunities for improving customer outcomes and processes to drive alignment to Group strategies.
• Passionately advocating the use of Virtual Assistants, Conversational AI, analytics and Conversational Banking.
• Promoting a data-driven approach to design processes, utilising the breadth of internal data sources, tools, and capabilities to better understand customer behaviours.
• Collaborate closely with designers, product owners, and engineers across different teams, helping them build better products.
• Communicate effectively and influence stakeholders across LBG to help identify and shape solutions that improve customer outcomes, managing expectations with a diverse range of colleagues.
• Make good design decisions by bringing the user perspective to the forefront and challenging the validity of constraints. Putting the customer at the heart of the design when considering solutions.
• Share knowledge, generate ideas, and embed design principles across product, service, lab, and customer journeys.
• Measuring the impact of implementing solutions, analysing data to understand solution performance against defined business challenges and outcomes.
  
  Demonstrable experience (direct or indirect) in Virtual Assistants, Conversational AI or other relevant fields, with previous experience in rolling out and managing such capabilities.
• A good understanding of more than one financial product end-to-end journey, including On-boarding and/or Servicing journeys.
• Experience in working with senior stakeholders, helping them make critical decisions.
• Experience in supporting multiple business areas/projects simultaneously.
• Excellent interpersonal, influencing, negotiation, and relationship-building skills.
Desirable:
• Experience in writing business case documents.
• Awareness and understanding of Natural Language/Voice Analytics technologies and applications, ideally coupled with knowledge of Generative AI.
• Awareness and understanding of a range of Design Crafts and how they can be applied to build better capabilities and experiences.
• Ability to grow your own capabilities by pursuing and investing in personal development opportunities.
  
  Lloyds Banking Group is the UK's leading bank with over 30 million customers and the biggest digital bank, with over 20 million active online customers. We've placed an ambitious transformation programme and a multi-channel approach to banking at the heart of our strategy to be the best bank for customers, backed by significant investment in our platforms and people over the next three years., 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 performance-related bonus
• 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
Ready to start growing with purpose? Apply today and let's create something extraordinary together! 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.