End Date: Sunday 10 May 2026
Salary Range: £0 - £0
Flexible Working Options: Hybrid Working, Job Share
Job Title: Head of Customer Outcomes, Regulatory and Data Controls
Salary: Competitive - will be discussed at interview stage
Location(s): Edinburgh, Glasgow, Manchester, Birmingham or Bristol
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.
Job Description Summary
This is a senior leadership role at the heart of Business & Commercial Banking, with real accountability for customer outcomes, regulatory delivery, and control effectiveness. You’ll shape how risk is managed at scale, modernise the control environment through data and automation, and enable safe, sustainable growth across the business.
Job Description
A senior leadership opportunity has arisen within the Business & Commercial Banking (BCB) Chief Controls Office to lead the Customer Outcomes, Regulatory & Data Controls team. This is a fantastic opportunity to gain experience at the heart of one of the UK’s largest financial services companies.
This role provides thought leadership and direction on the effective implementation of the first line of defence model, supporting the business to grow safely, ensure good customer outcomes, and improve the control environment through data and automation.
You’ll lead the approach to optimising and automating the control environment, embedding control by design and ensuring the control framework continues to evolve in line with business strategy, regulatory expectations and customer needs.
What you’ll be doing
* Leading a team of roughly 90 colleagues to embed BCB’s control strategy, including data, regulatory, conduct, and people controls.
* Delivering BCB’s Resetting Risk implementation plan.
* Ensuring robust risk governance by leading on BCB’s Executive Risk Committee and executive reporting.
* Optimising and modernising the control environment through data and automation.
* Owning actions arising from Risk & Control Self Assessments (RCSAs), developing mitigation plans and managing them through to resolution, sharing findings with key partners.
* Ensuring compliance with the FCA’s Consumer Duty through data‑led monitoring and customer communications.
Why join us
We’re on an exciting journey to transform our Group and the way we’re shaping finance for good. We’re focusing on the future, investing in our technologies, workplaces and colleagues to make our Group a great place for everyone.
What we’re looking for
* 10+ years expertise in enterprise risk, control, and regulatory frameworks, with accountability for setting control strategy and embedding effective controls across complex, end‑to‑end business processes at scale.
* Strong commercial and strategic foresight, with a clear understanding of business drivers, financial performance, and the impact of control decisions on growth and value creation.
* Proven experience owning and leading data‑led control management at an enterprise level, including optimisation, automation, control transformation, and Control by Design.
* Confident strategic decision‑maker, able to balance risk appetite, customer outcomes, regulatory expectations, and cost‑of‑control considerations.
* Credible senior partner to ExCo leaders, Risk Owners, Control Owners, and specialist risk teams, with influence across all lines of defence.
* Accountable for setting standards for risk and control process mapping, documentation, governance, and insight‑led reporting to senior forums.
* Highly effective communicator, able to distil complex risk and control issues into clear strategic recommendations, decision papers, and executive‑level actions.
* Strong leadership track record in building, leading, and evolving high‑performing teams and centres of excellence within risk, control, or assurance environments.
* We know that great talent comes from many backgrounds. Whilst this job advert may reference specific years of experience, we recognise that skills are developed in many ways, so if you have relevant, transferable experience, we encourage you to apply.
Benefits
* 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
Ready for a career where you’ll learn 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 to an interview or accepted a verbal offer. 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.
#J-18808-Ljbffr