LLOYDS BANKING GROUP year we launched Ready-Made Pensions . We ’ re the only financial services company in the country that can bring banking and insurance together – and we recognise that it makes sense for customers to have all their financial needs met within a single environment . In essence , this is a personal pension that can be opened through one of our Lloyds Bank , Halifax or Bank of Scotland banking apps and is shown alongside customer ’ s existing bank accounts .

Over a third ( 35 %) of UK adults use a banking app every day , and so Ready- Made Pension is designed to be seamlessly incorporated into people ’ s established daily banking routines .

“ What we want to do with data is help consumers make the right decisions at moments of truth in their life journeys .”

Continuing to meet customer expectations As Lloyds Banking Group continues its transformation journey , it faces both challenges and opportunities . The Group must balance its heritage and trusted status with the need to innovate and meet evolving customer expectations . It must also navigate the complex regulatory landscape of the UK financial sector while pushing the boundaries of what ’ s possible in digital banking .

With 22 million of its 27 million customers ( 85 %) engaging digitally , “ a massive ratio compared to global benchmarks ” and growing by 9 % when compared to a year ago , Amit recognises the critical importance of Lloyds Banking Group ’ s digital offerings .

CUSTOMERS ACROSS LLOYDS BANKING GROUP BRANDS

“ This requires constant evolution in how we engage with customers , always with a customer-centric approach ,” he notes .

“ At the heart of our strategy is a new digital ‘ waterfront ’, embedded within our existing apps , showing what tomorrow looks like for our customers and the steps they can take now to future-proof their finances . It will be simple , intuitive , and interactive , with everything in one place and with a broader suite of products to fulfil our customers ’ evolving needs . For our customers , ‘ Your tomorrow ’ is our new digital service and the cornerstone of what we want to achieve . It will make it really simple for customers to see all of their finances in one place – what they have today and what they ’ ll have tomorrow – and allow them to engage with their future financial plans . Our investment in technology is fundamental to being able to provide a broader range of products that match people ’ s modern life-cycles , redefining bancassurance all under one roof .

“ Offering such a wide range of products and having a massive customer base , we can ’ t rely on the old ways of engaging ,” Amit says . “ We have to keep innovating and bringing customer-centricity to our technology .” lloydsbank . com 19