David Woolston Email and Phone Number

ServiceNow HR Service Delivery lead for the HR Division, managing the HR portal, case and ticket management system used by 70,000 colleagues at Lloyds Banking Group.Accountable for defining and communicating a product vision and roadmap, with a strong focus on colleague experience, actionable data/insights, automation and AI. Lead a team of business and engineering developers to manage product backlog, collaborating with Business stakeholders and suppliers to review and prioritise changes and resources.- Directed 300+ agile system changes in sprints to improve and automate HR services, working across 14 teams and suppliers to manage 70 HR Services, implementing a kanban approach to development - Implemented HR Virtual Assistant and Live Chat services across Lloyds Banking Group increasing colleague access to HR information, automating and deflecting queries to self- service support (Policy, Procedure and Workday)- Achieved 90% first contact deflection on over 40k Virtual Assistant conversations and 10k Live Chats in 2023 with an NPS of 91%. Enabled operational savings to be achieved and 27% reduction in average calls per day and 25% ticket reduction- Led the design and delivery of Lloyds Technology Centre HR Helpdesk technology and service offering incl. SLAs, KPIs and reporting- Implementing significant HR Portal upgrade to deliver modern, mobile and AI enabled experience- Delivered HR Agent Workspace upgrade and Proactive Prompts feature- Led releases from London to Vancouver and preparing for Washington release in Q2- Developed case, voice and ticketing channel insights and reporting to support colleague focused changes- Represented LBG at ServiceNow Global HR Service Delivery Product Council and UK User Groups- Led development of Synthesia AI videos as an alternative support option for colleagues

Generalist roles held across colleague experience and policy advice and case management operational teams. Accountable for HR Channel strategy and leading improvement reviews of service offering to deliver operational efficiencies and transition to a self service focused support model.- Accountable SME for successful design, implementation and transition from post go live to BAU of new policy case and ticketing management system, ServiceNow in 2018 (alongside Workday implementation), including case data cutover to limit operational impacts- Developed channel strategy for Lloyds Banking Group wide HR telephony, ticketing and case management services, leading to removal of inbound telephone channel and transition to ticketing model- Launched System's Thinking methodology across HR Service Delivery function, collaborating with stakeholders to develop colleague and line manager experience journey frameworks- Led the end to end journey review of Recruitment services and Policy Telephone channel to redesign their experiences- Accountable for inbound Advice & Guidance Telephone Channel - c50 colleagues- Channel and Self Service SME for design and launch of HR Systems support Telephone channel

Accountable for Lloyds Banking Group HR knowledge management, delivered through HR Intranet platform. Collaborated with HR Centres of Excellence and internal and external stakeholders to review and priorities changes, and continually improve the online support provided to colleagues across Lloyds Banking Group.- Introduced User Experience methods through external and Lloyds Banking Group Digital SME engagement to improve design quality- Delivered an engagement model to manage continuous improvement and project related changes, with a focus on data, insights and auditing to ensure content was accurate and relevant for. colleagues- Introduced a development template to increase the design consistency of 10 HR sites and c2500 pages- Delivered a 50% reduction in content and uplift in self service - Developed dashboards and reporting to share with telephony and ticket channels to address failure demand and improve visibility of whole channel usage

Accountable for developing and delivering Regional People strategy, partnering Regional Director and 10 Local Directors responsible for c150 branches. Region formed following a restructure requiring the consolidation and transition of a number of people and operational activities.- Delivered a Regional colleague engagement plan with signature actions to establish an identity for the new Region- Successfully led Regional People workstream in reviewing and implementing new branch opening hours and colleague working patterns- Initiated a Regional Talent Programme for future Branch managers- Led People updates at Regional and Local Director Board meetings and Quarterly Business Reviews- Delivered Health & Attendance and Performance Management masterclasses across Local Director Groups resulting in a green balanced scorecard people metrics

Executive Assistant to Network Director of Lloyds TSB England and Wales Community Bank following completion of Lloyds TSB General Management Graduate Programme. c1500 Lloyds TSB branches and 150 Cheltenham and Gloucester branchesAccountable for for managing Executive Office activities including;- Network Director communications (letters/blogs)- Network Director Branch visits organisation- Board meeting organisation and preparation- Network Director internal and external presentation preparation- Quarterly event organisation for Local and Regional directors- Recognition event organisation for branch colleagues- CEO/MD level event support- Network performance reporting and insights

Final Graduate Placement incl. Branch secondment

Second Graduate Placement leading Loans Processing team in Operations

First Graduate Placement working on Group Day 1 and Day 100 Integration programme