International Consumer Banking Learning Lead (Operational and Non-Operational Focus) - Executive Director

Build learning that shapes how digital banking works for millions of customers. In this role, you'll design and deliver learning that supports a fast‑growing consumer bank, balancing the needs of a 24/7 workforce with long‑term capability development. You'll work at the intersection of customer experience, regulatory excellence, and innovation, helping teams build the skills that power everyday banking.

As a Learning Lead in International Consumer Banking, you will own the design and delivery of learning across operational and non‑operational domains, ensuring capability development is tightly connected to customer outcomes, regulatory standards, and business growth. You will lead a team of learning professionals, deliver learning for a large, shift‑based workforce, and build sustainable learning governance, tools, and ways of working suited to a digital, app‑first environment across the UK and Europe.

Job Responsibilities

• Lead, develop, and mentor a team of learning professionals, setting clear priorities, maintaining high standards, and fostering a curious, agile learning culture
• Deliver end‑to‑end learning programmes across operational and non‑operational areas for a large, diverse learner population, balancing day‑to‑day delivery with longer‑term capability planning
• Define success measures for learning initiatives and apply evaluation frameworks to demonstrate effectiveness, value, and continuous improvement
• Align learning priorities to business strategy and product development so workforce capability keeps pace with organisational growth
• Design learning solutions for a 24/7, shift‑based workforce, using digital, on‑demand, and modular formats while maintaining quality and control
• Partner with business leaders, human resources, and subject matter experts to clarify needs, manage demand, and agree priorities
• Communicate learning outcomes, risks, and progress clearly to senior stakeholders and leadership forums
• Act as a trusted advisor on workforce capability, learning technology, and digital learning approaches
• Ensure learning programmes meet regulatory, conduct, and consumer duty requirements, with robust governance and auditable records
• Embed risk awareness, ethics, and conduct expectations within operational learning content

• Demonstrated experience leading learning or development teams in complex, regulated environments
• Proven ability to design and deliver learning programmes across multiple audiences, including operational and professional populations
• Strong instructional design capability, grounded in adult learning principles and blended learning approaches
• Experience translating business needs into structured learning strategies with measurable outcomes
• Strong stakeholder and project management skills, with the ability to influence and communicate effectively at senior levels
• Practical experience applying learning evaluation frameworks to assess impact and improve outcomes
• Experience designing learning for operational, customer‑facing, or shift‑based workforces
• Working understanding of UK retail banking regulation and governance requirements
• Bachelor's degree in learning and development, education, organisational development, human resources, business, or equivalent experience

• Experience within UK retail banking, financial technology, or other regulated consumer financial services environments
• Experience managing large‑scale or multi‑stream learning programmes
• Familiarity with digital learning platforms, data‑driven learning insights, and emerging learning technologies
• Experience supporting organisational change through structured learning and capability interventions
• Exposure to leadership development in matrix or global organisations
• Professional accreditation in learning, coaching, or organisational development