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Job Description Summary

Job Description

JOB TITLE: Senior Skills Development Partner – Customer Care

SALARY: £78,098 - £101,068

LOCATION(S): Bristol, Halifax. Edinburgh or Leeds

HOURS: Full time

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites.

About this opportunity.

Our purpose is to create an organisation that is always fit for today and ready for the future. By ensuring we have the right people with the right skills at the right time, organised in the most efficient and effective way, we can build organisational confidence that we’re ready to deliver our strategy, no matter what.

We’re on a journey to becoming an agile, skills-based organisation where colleagues understand the skills they need for today and for the future and where there is an expectation that they will invest in their own personal growth and development.

The Senior Skills Development Partner for Customer Care is a pivotal role. The role-holder works in close partnership with the Executive Sponsor, Job Family leads and Executives across the Group to assess, shape and determine skills priorities, informed by domain expertise and market intelligence. The role-holder will draw upon the wider Group propositions, taxonomy and skills intelligence engine, to deliver measurable uplifts in proficiency and business outcomes.

This isn’t just another Learning & Development role; this is about activating Skills as the currency that drives organisational agility, capacity, capability and new ways of working, ensuring that we remain future fit at all times.

You’ll be Responsible for:

• Creating the Customer Care Skills vision, strategy and framework, providing a “north star” that looks systemically beyond learning to wider capability levers (work design, talent, tech, culture).

• Using deep domain expertise and experience to bring ‘next practice’ strategies to identify and address skills gaps.

• Activating and embedding the proposition - campaigns, marketing and adoption tactics; optimising the Customer Care Skills Academies in Viva Learning and driving personalised pathways and recommendations.

• Leveraging the Skills architecture & intelligence (taxonomy, assessment, skills capture, dashboards) to inform Strategic Workforce Planning (SWP), measure proficiency and power colleague experience.

• Collaborating with the Group Skills Proposition Lead to identify where 3rd-party content providers may be required to address specific skills gaps.

• Optimising the Skills tech/tooling to create modern, multi-modal learning experiences at pace.

Why Lloyds Banking Group?

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.

What you’ll need:

• Strategic influencing: You’ll be shaping and challenging organisational thinking by positioning, and getting commitment to, skills being a critical lever for organisational success. 

• Skills Development: You’ll design and deliver skills vision, strategy,  framework and interventions.

• Commercial judgement: You’ll proactively turn internal and external information into clear, actionable insight.

• Creative thinking: You’ll spot opportunities to simplify, automate and modernise through turning competitor awareness and external insight into rapid experimentation.

• Data‑driven decision making: You’ll interpret data, translate it into insight, and apply it confidently in day‑to‑day decisions.

• Agile: You’ll understand how to operate in an Agile way of working.

About working for us.

Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities and we’re committed to creating an environment in which everyone can thrive, learn and develop.

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.

We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.

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
• 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.