Lloyds Operating System Director

Lloyds Banking Group • London, UK • 1d ago

Role Purpose

Lead the development and continuous evolution of the Lloyds Digital Operating System (LloydsOS), creating a unified, scalable platform that underpins the Group’s digital customer experience.
Define and deliver the digital product vision and strategy for the Lloyds Banking app, ensuring alignment across brands, platforms and end-to-end journeys.
Take accountability for driving the performance, resilience and continuous improvement of the digital experience for millions of customers
Operate at Group level to influence senior stakeholders and embed a truly customer-centric, data-driven culture

Define the long-term ambition for LloydsOS and translate it into a clear, actionable product strategy and roadmap
Own the digital product direction of the Lloyds Banking App.

Build and embed a consistent product ethos and governance framework across all digital journeys.
Define experience, architecture and engineering standards to ensure scalability, resilience and security.

Own the innovation agenda, shaping the next generation of digital experiences across navigation, personalisation and product discovery.
Drive the convergence of multiple apps into a single, coherent and high-performing digital platform.

Define how AI is integrated across the digital experience, from predictive support to conversational interfaces.
Ensure AI capabilities are deployed responsibly, with strong governance and a relentless focus on real customer value.

Be responsible for the performance, reliability, compliance and operational resilience of the Lloyds Banking App.
Drive continuous improvement, incident management and consistently high-quality service outcomes for our customers.

Deliver against Group ambitions for growth, retention, engagement and cost efficiency.
Prioritise initiatives based on customer value and commercial impact, embedding strong performance management disciplines.

Build and lead a high-performing, customer-focused product organisation with strong technical and commercial capability.
Influence and align senior stakeholders across the Group to deliver the LloydsOS vision consistently.

Has deep experience leading large-scale digital product platforms, ideally in financial services, fintech or complex consumer environments
Brings strong technical credibility, with a solid understanding of architecture, engineering practices, APIs and data ecosystems.
Demonstrates proven commercial acumen, with a track record of delivering measurable outcomes.
Is a visionary leader, who can articulate a compelling future vision while delivering practical, scalable solutions.
Is genuinely customer-obsessed, using data and insight to drive product decisions and improve experiences.
Has strong leadership and influencing skills at senior executive level in complex organisations.
Builds high-performing teams, setting clear expectations and fostering a culture of accountability, collaboration and continuous improvement.