Head of Design, Insights & Colleague Experience

Overview

In this role you lead how we understand, design and improve colleague experiences across the Group. You will unify research, insight, service design and journey transformation to make colleague journeys simpler, smarter and more personalised. You’ll partner with multiple disciplines to deliver measurable improvements and guide strategic priorities with data-driven insights. A strong focus is on responsible adoption of AI and governance to create intelligent experiences. You shape multidisciplinary capability and drive meaningful impact across the organisation.

Pay / Benefits

• Pension contribution up to 15%
• Annual performance-related bonus
• Share schemes including free shares
• Lifestyle-friendly benefits and discounts
• 30 days’ holiday plus bank holidays
• Wellbeing initiatives and parental leave policies

Responsibilities

• Lead research, insight, service design and colleague experience disciplines across Customer Journey Management, Research & Insights and Colleague Experience
• Shape end-to-end colleague journeys, products, propositions and services
• Partner with People & Places, Product, Operations, Technology and Data to deliver measurable improvements
• Use insight, colleague feedback and performance data to inform strategic priorities and continuous improvement
• Identify opportunities to use AI and agentic capabilities to create more intelligent and personalised experiences with responsible adoption and governance
• Build multidisciplinary capability and establish effective practice across the organisation

Key requirements

• Deep expertise in shaping colleague experiences using research and insight at scale
• Expert in applying design-led approaches across complex environments and large-scale transformation
• Strong data literacy using research, insight and measures to inform decisions
• Experience managing senior stakeholders and influencing across boundaries
• AI literacy with ability to identify opportunities for value while ensuring governance
• Coaching & feedback experience leading multidisciplinary teams across insight, research, design and journey transformation

• Collaboration
• Stakeholder management
• Coaching & feedback
• Design Thinking
• Data Literacy
• AI Literacy

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