Head of Community Bank - Consumer Channels

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 mentioned above, and being visible in our Community Branch Network. Colleagues with disabilities can be supported with workplace adjustments, including hybrid working expectations in line with our Flexibility Works policy
What you'll be doing
This is a rare opportunity to lead one of the UK's largest customer-facing operations, spanning c.700 branches serving communities across the country. As Head of Community Bank, you'll play a critical role in delivering the Group's strategy, shaping how our physical network evolves alongside digital channels and changing customer behaviours. Operating at national scale, you'll set a clear vision, align colleagues behind it and balance long-term strategic ambition with consistent delivery.
You'll lead through a senior leadership team including Regional Directors and the Head of Customer Experience, building capability, strengthening accountability and raising performance standards across a large, geographically dispersed workforce. Creating a culture where colleagues feel inspired, empowered and focused on delivering strong customer outcomes will be central to your success, alongside owning the delivery of key business outcomes including commercial performance, colleague engagement and fair customer results, using insight, judgement and market awareness to continually improve performance and shape future direction.
Working in a highly visible and collaborative environment, you'll partner closely with senior leaders across Community Bank, central business units and external stakeholders. You'll influence enterprise priorities and drive change at scale, operating with confidence in a complex, fast-moving environment. This role is best suited to a commercially astute leader who thrives in ambiguity and is motivated by the opportunity to shape the future of Community Banking while leaving a lasting impact across customers, colleagues and communities.

Proven experience leading large-scale, multi-site customer-facing operations (e.g. retail, banking, telco or similar)
Demonstrable track record of leading complex transformation programmes in fast-paced, evolving environments
Experience leading multi-layered senior leadership teams, driving high performance, engagement and cultural change
Strong commercial and performance leadership, with accountability for financial, operational and customer outcomes
Ability to influence and align senior stakeholders across a complex, matrix organisation
Desirable Skills
Experience within financial services or a highly regulated environment
Exposure to integrating physical and digital customer channels

This is a place for you
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 provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.
We offer a wide-ranging benefits package, including:
A generous pension contribution of up to 15%
An annual performance-related bonus
Share schemes including free shares
Benefits you can tailor to your lifestyle, such as discounted shopping
30 days' holiday, plus bank holidays
A range of wellbeing initiatives and generous parental leave policies
Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more!
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.