Job Description

End Date Thursday 26 February 2026
Flexible Working Options Hybrid Working

JOB TITLE: Personal Banking Director
LOCATION(S): London, Bristol, Leeds, Cardiff, Edinburgh, Glasgow, Halifax, Manchester, Birmingham
HOURS: Full time
WORKING PATTERN: Hybrid, 40% (or two days) in an office site
About this opportunity
As Personal Banking Director, you'll lead the transformation of how millions of customers experience everyday banking. This role sets the strategic direction for a digitally?led, insight?driven Personal Banking operation of 4000 colleagues across the UK supporting customers via telephony and mobile messaging -- one that redefines what brilliant customer service looks like through seamless journeys, cutting?edge technology and empowered colleagues. You'll provide clear vision, bold leadership and the drive to deliver exceptional customer and commercial outcomes across a complex, multi?site organisation.
About us
If you think all banks are the same, you'd be wrong. We're an innovative, fast-changing business that's shaping finance as a force for good. A bank that's empowering its people to innovate, explore possibilities and grow with purpose.
Core Purpose of the Role
This role sits at the heart of transforming how millions of customers experience Personal Banking. The Personal Banking Director sets the direction for an organisation that aims not just to serve customers - but to redefine what brilliant customer experience looks like in a digital first world.
The Director will:

• Lead a step change in customer service, setting new standards for quality, ease and trust across every interaction.
• Revolutionise our chat and messaging capability, building a premier proposition that blends brand new digital innovation with empowered, expert colleagues.
• Break down silos across channels, shaping seamless, joined up customer journeys that feel intuitive, human and effortless.
• Grow the capability of thousands of colleagues, enabling them to build deeper, more meaningful relationships with customers.
• Deploy automation, digitisation and market leading AI to create a modern, digital first approach to banking -- one that feels personalised, predictive and built around customers' lives.
• Drive end to end transformation of customer journeys, improving experience while dramatically increasing efficiency.

This role sets the pace for the future of Personal Banking.
What you'll need
As a transformative leader, the Personal Banking Director will:

• Set and lead the strategic vision for Personal Banking, shaping customer journeys, commercial priorities and performance outcomes across the business.
• Drive a digital?first transformation, leveraging technology, AI, IVR and assisted chat to deliver modern, frictionless and differentiated customer experiences.
• Translate market, regulatory and economic insights into a forward?looking commercial roadmap that strengthens growth, value and competitiveness.
• Lead major change and transformation programmes, partnering closely with Platforms and influencing Group-wide initiatives such as chat & messaging.
• Build a high?performing, customer?obsessed workforce, fostering agility, capability, innovation and continuous improvement across thousands of colleagues.
• Ensure operational excellence and sustainability, improving efficiency, managing risk, optimising cost and delivering seamless performance across sites, suppliers and countries.

And any experience of these would be really useful

• Strategic and commercially strong leader with deep Personal Banking expertise and the ability to translate insight into clear direction and momentum.
• Proven driver of digital?first transformation, turning strategy, data and emerging technologies -- including AI and robotics -- into meaningful customer outcomes.
• Influential, collaborative communicator who brings people together across functions and levels, with a strong, credible voice for the customer.
• Experienced in leading large, multi?channel, multi?site teams, navigating regulatory, operational and customer priorities with confidence and balance.
• Builder of high?performance, values?led cultures, motivating colleagues, fostering innovation and unlocking new ways of working.
• Expert in spotting external trends and shaping future?focused, customer?centric operating models, delivering strategic transformation at scale.

We offer a wide-ranging benefits package, which includes:

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

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're committed to creating a consciously inclusive workplace where our colleagues can be themselves, thrive and perform at their best. 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.
As an inclusive employer, we offer Workplace Adjustments for colleagues with a disability (which may include long-term health and neurodivergent conditions) where it is reasonable to do so. This could include flexibility with regards to office attendance, location, and working pattern.
We are proud to be a Disability Confident Leader. If you have a disability, you can also apply via our Disability Confident Scheme (DCS). Through the DCS, we guarantee to interview a fair and proportionate number of applicants with a disability, whose application meets the minimum criteria for the advertised job role.
We also provide adjustments that are reasonable throughout the recruitment process to reduce or remove barriers for applicants with a disability, long-term health condition or neurodivergent condition. If you'd like an adjustment to the recruitment process just let us know
If 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.

Skills Required