For Zara, starting a career development journey after more than 20 years away from formal education meant stepping well outside her comfort zone.

As a Customer Support colleague at the Murraygate branch of Bank of Scotland, Zara had built more than 15 years of experience in retail banking. But when the opportunity arose to undertake a Level 3 Data Technician apprenticeship with Kaplan, she saw a chance to develop skills that could open up new opportunities within Lloyds Banking Group.

What started as an opportunity to learn about data and technology has given Zara greater confidence and a different way of looking at her role.

For her line manager, David, the impact has gone further. Zara is now able to use what she's learned to identify opportunities and contribute to the business in ways that extend beyond her original role.

Here's how Zara's apprenticeship has helped her develop new skills and confidence, while creating value for Lloyds Banking Group.

Taking the next step in her career

Zara started her career in retail at 18 before starting a career in banking at 29. She had not completed any formal education or training for more than 20 years.

With both of her children now at school, she felt ready to invest in her own development and explore where her career could go next.

“I've always enjoyed learning and finding ways to improve how things are done, but data and technology were completely outside my comfort zone.”

After attending internal sessions about the apprenticeship, Zara realised it could give her the opportunity to develop the transferable skills she was looking for.

“I wanted to develop new skills that would help me move forward in my career and give me confidence to explore opportunities beyond my current role.”

The Level 3 Data Technician apprenticeship gave her the opportunity to learn about areas including Excel, Power BI, SQL, data governance, automation, and AI, while continuing to work.

Her progress has already given her achievements to be proud of, including gaining her Excel Associate certification.

“That was especially important to me considering how nervous I was around spreadsheets when I started.”

Building confidence alongside technical skills

Starting an apprenticeship after such a long time away from education was daunting.

Zara was balancing her studies with a very customer-facing role, as well as family commitments, and initially questioned whether she would be able to manage it all.

“I was nervous about whether I could do it.”

Support from Lloyds Banking Group and her manager helped make the apprenticeship possible, including dedicated learning time that would normally allow Zara to focus on her studies for one full day each week.

Kaplan's support also helped her build confidence beyond the technical aspects of the programme.

“My tutor, Aakash, has been incredibly supportive. His calm approach helped keep me calm, especially during periods when I felt overwhelmed or unsure about a piece of work.”

Over time, Zara's confidence has grown alongside her technical knowledge.

The apprenticeship has introduced her to tools including Power Query, Power BI, SQL, SharePoint, Power Automate, Python, and Generative AI, while also teaching her how to analyse information, think critically, and understand the needs of the audience using the data.

But perhaps the biggest change has been how she thinks about data.

“I now find myself looking at branch situations, reports and information and asking, ‘What is the data telling us?’ or ‘Could there be a better way to understand this?’”

Turning learning into practical solutions

One of the clearest examples of Zara applying her learning in the workplace came through a Power BI project focused on customer vulnerability and community asset information across Dundee and Angus.

The project brought together different datasets to create an accessible dashboard, allowing users to explore customer vulnerability information alongside local community assets.

For Zara, the project was an opportunity to put her new skills into practice, from data transformation and modelling through to visualisation and dashboard design.

It also taught her an important lesson about using data effectively.

“A solution isn't successful simply because it works technically. The information also needs to be presented in a way that is easy for people to understand and use.”

The project gave Zara confidence that she could take a complex subject, learn the skills needed to work with it, and create something that could help people understand information and support decision-making.

That practical approach has also changed the contribution she is able to make within Lloyds Banking Group.

Creating value for Lloyds Banking Group

From David's perspective as Zara's line manager, the apprenticeship has significantly expanded the contribution Zara is able to make to the business.

“She now plays a more proactive role in identifying trends, supporting decision-making, and developing practical solutions that improve how data is accessed and utilised across the business.”

The vulnerability database is a strong example of this. Building on the data skills developed through her apprenticeship, Zara designed a solution that makes vulnerability-related information across Scotland easier for colleagues to search, access and analyse.

The database has already attracted significant interest from senior management and is being considered for wider implementation across the area. For David, this demonstrates how Zara's development has translated into tangible business value.

“The most immediate impact has been the creation of the vulnerability database, which has streamlined the process of locating and analysing information across Scotland.”

As well as making information easier to access, the solution has reduced manual effort and made it easier for colleagues and leaders to find the information they need. It is also a clear example of how Zara's growing data capability is helping to bridge the gap between operational needs and data-driven insight.

Seeing data differently

The impact of the apprenticeship isn't limited to individual projects.

Before starting the programme, Zara says she would look at reports and information without necessarily considering where the data came from, how reliable it was, or what story it was telling.

Now, she approaches information differently.

“I regularly find myself looking at branch information and asking questions about the data behind it, what trends might exist and whether insights could be used to improve processes or support better decisions.”

David has seen the same change from a management perspective.

He believes Zara's development has helped demonstrate how data can be transformed into practical tools that support decision-making, while strengthening the wider business's ability to understand and use information effectively.

“Her ability to gather, interpret, and present information has improved the quality of data available to colleagues and leaders, helping teams make better-informed decisions and identify opportunities for improvement more quickly.”

For Zara, the change is perhaps best summed up by the shift in her mindset.

“Instead of seeing data as something owned by specialists, I now see it as a tool that can help all of us better understand what's happening and make more informed decisions.”

Building a network for the future

Another unexpected benefit of the apprenticeship has been the network Zara has developed across Lloyds Banking Group.

Through the programme, she has connected with colleagues across operations and other parts of the organisation, alongside building relationships with mentors and senior colleagues.

These connections have helped Zara share ideas, ask questions, and gain different perspectives on potential career opportunities.

David has also seen the value of this increased visibility.

He believes the relationships Zara has developed have helped her share her work more widely and created opportunities to explore how the solutions she develops could benefit colleagues and customers on a larger scale.

The experience has also helped Zara think more seriously about her future career.

“I feel I now have skills and experiences that are transferable across a range of opportunities within Lloyds Banking Group.”

An apprenticeship that benefits both the individual and the business

Zara is still completing her apprenticeship, so she is continuing to see its impact develop.

Already, however, she has gained greater confidence in her ability to learn new skills and step outside her comfort zone.

“I feel much more confident exploring technology, working with data and having conversations about areas that would once have intimidated me.”

For David, Zara's experience demonstrates the wider value of investing in existing colleagues through apprenticeships.

He believes developing Zara's data skills can contribute to a stronger data-driven culture within the organisation, while helping build specialist capability from within.

“Apprenticeships provide a practical and cost-effective way to develop talent while delivering immediate value to the business.”

He has already seen that value through the solutions Zara has developed, the relationships she has built, and the increased contribution she is able to make.

For Zara, meanwhile, the apprenticeship has opened doors she may not previously have considered.

“I've gained new skills, expanded my network, grown in confidence and opened doors that I wouldn't have considered before starting the programme.”

Looking ahead

There is still more to come from Zara's apprenticeship journey.

As she continues to develop her technical skills and apply what she learns, she hopes to explore new opportunities within Lloyds Banking Group and continue building on the confidence she has gained.

David is equally positive about what comes next.

He believes Zara's enhanced data capability will allow her to identify further opportunities to improve processes, increase efficiency, and support strategic decision-making as she continues to develop.

For Zara, the apprenticeship has shown her that it's never too late to learn something new.

“There were definitely moments when I questioned whether I could do it, particularly after not studying for more than 20 years, but it has been one of the most rewarding things I've done.”

And for Lloyds Banking Group, her journey shows what can happen when an organisation gives its people the opportunity to develop new skills and apply them to real business challenges.

Could an apprenticeship help develop your team's skills?

Zara's experience demonstrates how an apprenticeship can support individual career development while also creating practical benefits for the organisation.

By combining structured learning with real workplace experience, apprenticeships can help employees develop new capabilities, apply their knowledge to business challenges, and build confidence for the next stage of their careers.

Explore Kaplan's data and technology apprenticeship opportunities and discover how you can support your people to develop the skills your organisation needs for the future.