One of Lloyds Banking Group’s key strategic priorities is to make it simpler and more efficient for our customers to do business with us. The Group is investing significantly in a Customer Journey Transformation programme which prioritises key journeys our customers take with us and redesigning them end to end to significantly improve their experience. Our transformation work will ensure our customers can interact with us anytime, anywhere and through the channels they choose.
Lloyds Banking Group is committed to supporting the small- and medium-sized businesses that are the lifeblood of the UK economy. There are currently 5.4 million SMEs in the UK, accounting for more than 99% of all private sector businesses, employing more than 15 million people, and which had a combined annual turnover of £1.8 trillion in 2015. As such, Commercial Onboarding is one of the key customer journeys currently being redesigned to improve the experience SME businesses have with Lloyds Bank.
Thanks to the feedback received on the account opening process, we realised changes were needed to improve the way SME customers joined the Group. We began streamlining our processes and developing new digital services so businesses can experience faster and simpler ways of working with us. Our SME clients are now opening Lloyds Bank accounts whenever and wherever it’s convenient for them – online, by phone or in branch.
To achieve this, the Group has adopted agile methodology to deliver changes to our customers quickly, and to design our products based on real-time customer input. This means listening to what our customers are telling us and continually refining our products and processes so they deliver world-class experiences. It also means working very differently across the Group and collaborating to deliver long-term benefits for our customers and shareholders.
Dan Wilkinson, the Group’s Commercial Onboarding and Lending Delivery Lead, shares his views on how ‘agile methodology’ is enabling his team to work faster and deliver better solutions for our SME clients.
If you are interested in finding out about potential opportunities in Customer Journey Transformation, then please contact Stacey Crosbie, Resourcing Manager, Lloyds Banking Group.
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