Lab Product Owner - Relationship Management

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

Colleagues with disabilities can be supported with workplace adjustments including hybrid working expectations in line with our Flexibility Works policy., This is a senior leadership role responsible for shaping the product vision, strategy and delivery of relationship management capabilities that help colleagues build stronger customer relationships and deliver better outcomes. Working across business and technology teams, you’ll bring together people, processes, data and technology to drive meaningful change at scale.

You’ll play a central role in the evolution of customer relationship management capabilities, ensuring that innovation, data-driven decision making and emerging AI technologies are applied responsibly to improve colleague and customer experiences.

What you’ll be doing

• Define and lead the vision, strategy and roadmap for the Relationship Management Transformation Lab.

• Drive the evolution of relationship management and CRM capabilities, ensuring delivery of measurable business outcomes.

• Lead complex transformation activity across business and technology teams, balancing priorities, investment and delivery objectives.

• Build strong partnerships with senior stakeholders and technology partners to align priorities and maximise value.

• Oversee governance, funding, performance measures and outcome tracking to ensure successful delivery against agreed objectives.

• Develop high-performing, multidisciplinary teams and foster a culture of innovation, accountability and continuous improvement.

About us / Why Lloyds Banking Group

Like the modern Britain we serve, we’re evolving. Investing in technology, data and digital capabilities is helping us transform how we support customers, colleagues and communities.

We’re creating simpler, more personalised and more intelligent experiences and we’re looking for leaders who can combine strategic thinking, delivery excellence and innovation to help us achieve our ambitions.

This is an opportunity to influence large-scale transformation, work closely with senior leaders and help shape the future of relationship management within one of the UK’s leading financial services organisations.

We’re looking for an experienced and visionary Lab Product Owner to lead the transformation of Relationship Management across Business & Commercial Banking (BCB), * Strong product leadership experience with accountability for defining vision, strategy, roadmap and outcomes.

• Experience leading large-scale business transformation or platform delivery within a regulated environment.

• Expertise in customer relationship management, customer servicing and customer journey transformation.

• Ability to build effective relationships and influence senior stakeholders across business and technology functions.

• Experience leading multidisciplinary teams and creating an environment that supports collaboration, innovation and continuous learning.

• Strong delivery focus with experience managing priorities, investment decisions and measurable business outcomes.

And any experience of this would be really useful

• Experience delivering CRM transformation using market-leading CRM platforms.

• Experience applying Generative AI, Agentic AI or data-led decision making to improve operational or customer outcomes.

• Experience working within agile delivery environments and partnering closely with engineering teams.

• 30 days’ holiday, with bank holidays on top.

• Generous pension contribution.

• Discretionary annual performance award.

• Flexible benefits package.

• Access to wellbeing and family support programmes.

• Opportunities for learning, development and career progression across the Group.

Our ambition is to be the leading UK business for diversity, equity and inclusion, supporting our customers, colleagues and communities. We are 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 launch a dedicated Working with Cancer initiative.

We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers - just let us know what you need., If you’re excited by the opportunity to lead large-scale transformation, shape the future of AI-enabled relationship management and deliver meaningful outcomes for customers and colleagues, we’d love to hear from you.

Together we have a key role to play in shaping the bank of the future. Join us and help create the next generation of banking services.