Lloyds Bank: Transformational customer experience strategy


Lloyds Bank


Agile Workplace · Customer Experience · Digital Activation · Digital Connectivity · Research

The Challenge

The way people do their banking is evolving fast. Branch purpose needs to have the ability to flex to meet local customer drivers, differentiate from competitors and blend seamlessly with digital throughout every point in the customer journey.

The idea

An operational model of four formats plus a mobile bank to deliver an optimised network, supporting a digital first strategy.

Ensuring colleagues are able to spend time nurturing and building relationships. Lloyds Bank are first to market for a connected omnichannel experience for the Lloyds Banking Group, helping Halifax and Bank of Scotland land a similar strategy at pace.