Derek Shanks
Head of Digital Technology (Customer Colleague Adviser) - Insurance, Pensions & Investments @Lloyds Banking Group
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WORK HISTORY
Head of Digital Technology (Customer Colleague Adviser) - Insurance, Pensions & Investments @Lloyds Banking Group
I have the privilege to lead a team of over 400 engineers, working in partnership with our Business in a truly agile model, to help everyone in the UK secure their financial future. Using digital technology across our customer, colleague, and adviser channels, we are Helping Britain Prosper, with everything from cutting edge Cloud services to next generation customer service tech to gamification in our Scottish Widows mobile app. I own the customer, colleague and adviser channels for the Insurance, Pensions & Investments division, including the mobile app, website, contact centre platform (Genesys Cloud CX), adviser experience channels, the cloud-based digital infrastructure, data products, and microservice API integration layers. I have driven improvements in Engineering and DevOps practices, resilience and scalability, and a culture of innovation, including multiple GenAI use cases in Production. I also sit on the LBG Scottish Executive Committee and lead several external facing initiatives including university and industry partnerships.I represent LBG on the Advisory Board for the School of Computing Science at the University of Glasgow, and the Advisory Board of the Ada Scotland Festival, which is shifting the dial on gender diversity in Computing.
EDUCATION
University of Glasgow
MSc with Distinction, IT (Software & Systems)
University of Glasgow
BSc (Hons), Mathematics
SKILLS
ABOUT DEREK SHANKS
With twenty-two years’ experience in the Telecoms, Contact Centre and Financial Services sectors, I am a senior technology executive with a proven track record of transformation and a passion for leading people. Whether managing enterprise level digital platforms, delivering strategic change, or leading CIO teams of over 450 FTE, I consistently deliver high quality solutions in partnership with the business. From the outset of my career as a software engineer to my current role leading a large high-performing CIO team, I have always brought the Business and Technology together, translating the needs of executive level stakeholders and end users into a clear technology strategy with tangible business benefits. I have established and embedded new teams, processes, engineering best practice and collaborative agile operating models to ensure the effective delivery of technology change, resilient, scalable solutions, and business growth. At Lloyds Banking Group (LBG), I own the customer, colleague and adviser channels for the Insurance, Pensions & Investments division, including the mobile app, website, contact centre platform (Genesys Cloud CX), adviser experience channels, the cloud-based digital infrastructure, data products, and microservice API integration layers. I have driven improvements in Engineering and DevOps practices, resilience and scalability, and a culture of innovation, including multiple GenAI use cases in Production. I also sit on the LBG Scottish Executive Committee and lead several external facing initiatives including university and industry partnerships.
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