Overview
Working in a multi-disciplinary design, product, and engineering team, youll develop and lead the research strategy for a key area of our business. This role sits within the Customer Details Management (CDM) area, where the team focuses on simplifying processes, reassuring customers, and managing expectations—particularly around tasks like updating personal details, such as changing your name or address. Youll be responsible for managing the research plan and roadmap for your service or product area. Youll deliver research to solve customer problems, unlock new opportunities, and guide what is created. Youll enjoy working on varied research across the product development lifecycle, from generative to evaluative research.
Responsibilities
* Experience working closely with design and product teams to identify and prioritise the right research questions
* Ability to create research roadmaps and plans to keep the team on track, helping set both short-term objectives and strategic direction
* Deep qualitative research experience using techniques such as usability testing (moderated and unmoderated), concept testing, and depth interviews
* Experience running quantitative studies (e.g. surveys) and able to analyse quantitative results
* Skilled in synthesising insights in an impactful and actionable manner to generate a shared understanding of user needs and opportunities
* Strong communication skills with the ability to influence wider business stakeholders with clarity and conciseness
* Experience combining qualitative and quantitative methods
* Ethnographic experience (e.g. contextual enquiry or diary studies)
* Ability to triangulate research and data from different sources to tell compelling customer stories
* Experience conducting research with vulnerable audiences and/or accessibility needs, with sensitivity and ethical awareness
* Willingness to share your expertise and learn from others
About Lloyds Banking Group
Lloyds Banking Group is the UK's leading bank with over 30m customers and its biggest digital bank, with over 20 million active online customers. Weve placed an ambitious transformation programme and a multi-channel approach to banking at the heart of our strategy to be the best bank for customers, backed by significant investment in our platforms and people over the next three years. Here at Lloyds Banking Group, we value Design Research. Were a large, experienced team of 70+ researchers who shape product and service development. Everyone brings different strengths and passions—maybe youre an expert in accessibility, skilled in quantitative research, or have a solid background in user experience (UX). Well encourage you to test and learn new ways of doing research and foster a culture of mentoring, collaborating, and learning from other researchers. Youll also always be supported in your role by our wider Design Research and Analytics community. At Lloyds Banking Group, were 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 youll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means youll have many opportunities to learn, grow and develop.
Inclusion and Data Privacy
We keep your data safe. Well only ever ask you to provide confidential or sensitive information once you have formally been invited to an interview or accepted a verbal offer to join us, which is when we run our background checks. Well always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person. Were 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 were building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.
Our Commitment to Diversity
Our focus is to ensure were inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. 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 especially welcome applications from under-represented groups. We are disability confident. If you would like reasonable adjustments to be made to our recruitment processes, just let us know.
Benefits
* A generous pension contribution of up to 15%
* 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
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