Instructor of Professional Practice
Martin Dowson is Head of Service Design Strategy for Lloyds Banking Group in the United Kingdom (UK) and one of the United Kingdom’s leading ambassadors for design-led business. Martin’s experience is rooted in the human-centered design of customer experience combined with a deep understanding of organizational change and strategic management.
He is currently responsible for embedding service design as a consistently deployed discipline within Lloyds Banking Group. Before this, he worked for The Royal Bank of Scotland to immerse over 200 people in service design principles and approaches. His work “client-side” is a recent move as he has spent the majority of his working life “agency-side” where he was (until 2015) a founding Director at Comotion. Comotion is a boutique agency that helps build customer-led businesses.
Martin is a Senior Certified Customer Experience Professional (CCXP), Master NLP practitioner and frequent keynote speaker at CX, UX and Design conferences world-wide including TEDx, SDN and CXPA.