Senior Manager – Conversational Banking Transformation; FTC​/Secondment

Position: Senior Manager – Conversational Banking Transformation (12m FTC/Secondment)
## Senior Manager – Conversational Banking Transformation (12m FTC/Secondment)
Apply locations:
Leeds Wellington Place:
Halifax Trinity Road:
Birmingham 125 Colmore Row:
Glasgow 110 St Vincent Street:
Manchester Westminster Housetime type:
Full time posted on:
Posted Todaytime left to apply:
End Date:
June 23, 2026 (14 days left to apply) job requisition :
158119
** End Date
** Monday 22 June 2026
** Salary Range**£78,098 - £91,880
** We support flexible working –  for more information on flexible working options
**** Flexible Working Options
** Hybrid Working, Job Share
** Job Description Summary**.
** Job Description
***
* JOB TITLE:

Senior Manager – Conversational Banking Transformation
***
* LOCATION:

Leeds / Bristol / Chester / Manchester / Birmingham / Edinburgh (flexible)
***
* HOURS:

Full-time
**** WORKING PATTERN:
Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, in one of our office locations mentioned above.**##
** What you’ll be doing
** This is your opportunity to shape the future of digital customer service at scale—leading the evolution of Conversational Banking into a market‐leading, AI-enabled capability that supports millions of customers every year.

You’ll play a critical role within Personal Banking, a digitally led and data-driven business supporting over 26 million customers. Working at the intersection of customer experience, technology and operations, you’ll take ownership of a high-impact change portfolio—enhancing customer journeys, improving advisor efficiency, and embedding intelligent automation across our conversational channels.

As a Senior Manager, you’ll set direction and translate strategic ambition into tangible delivery. You’ll work across Platforms, Operations and Product teams, as well as external partners, to accelerate our AI roadmap, strengthen end-to-end channel management and transform advisor journeys across large, often offshore-enabled, operations teams.

This is a highly visible leadership role requiring strong collaboration and influence, where you’ll build alignment across multiple stakeholders while ensuring change is delivered safely, sustainably and with clear commercial impact.##
** Why join us
** We’re transforming esting billions in our people, data and tech to change the way we meet the needs of our customers. We’re growing, and we’d love you to be part of the journey.##
** Essential skills & experience
*** 5+ years extensive experience leading large-scale transformation or change portfolios within customer service, operations or digital channels
* 3+ years Demonstrated experience improving customer journeys, driving efficiency and embedding automation or digital capability within service environments
* Strong track record of delivery implementing complex change into large, customer-facing environments, including offshore or third-party supplier models
* Proven strategic leadership experience setting direction, defining roadmaps and delivering against business and customer outcomes
* Advanced stakeholder engagement and communication skills, including the ability to influence senior leaders and translate strategy into clear, compelling narratives##
** And any experience of these would be great
*** Experience delivering AI, automation or conversational banking/chat/messaging platforms
* Background in channel management, digital servicing or contact centre transformation

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 transferable experience, we encourage you to apply.##
** 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
*…