ND16: Nick Williams, Lloyds Banking Group
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Nick Williams, Managing Director of Consumer Digital at Lloyds Banking Group, discusses building the bank's "Digital DNA" to meet changing customer expectations and underpin its business strategy. Key aspects of developing this Digital DNA include creating an innovative and agile culture, attracting and developing talent through apprenticeships and training programs, embracing diversity, and designing services to meet the needs of all customers. The goal is to build the largest UK bank's Digital DNA for an intuitive, simple, and valuable digital experience.
![© 2016 Lloyds Banking Group plc and its subsidiariesConfidential 2
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ND16: Nick Williams, Lloyds Banking Group
- 1. © 2016 Lloyds Banking Group plc and its subsidiariesConfidential Internal Use Only NICK WILLIAMS Managing Director, Consumer Digital Lloyds Banking Group
- 2. © 2016 Lloyds Banking Group plc and its subsidiariesConfidential 2 “…carries the [genetic] instruction used in growth, development, functioning and reproduction of all known living organisms ….and many viruses!” Wikipedia definition…
- 3. © 2016 Lloyds Banking Group plc and its subsidiariesConfidential Internal Use Only Digital DNA…essential for everything
- 4. © 2016 Lloyds Banking Group plc and its subsidiariesConfidential 4 1. Digital underpins the business strategy 2. Recognise colleagues are the foundation 3. Anticipate changing customer expectations 4. Responsible business …Building the largest UK Bank’s Digital DNA
- 6. © 2016 Lloyds Banking Group plc and its subsidiariesConfidential Create the environment
- 7. © 2016 Lloyds Banking Group plc and its subsidiariesConfidential 77 Innovation and agile culture across the Group
- 8. © 2016 Lloyds Banking Group plc and its subsidiariesConfidential 8 Attracting, retaining and developing future talent Apprenticeships Graduate Programme Digital Academy
- 9. © 2016 Lloyds Banking Group plc and its subsidiariesConfidential Embracing diversity to reflect your customer base 2016 FINALIST SPECIALIST AWARD
- 10. 1010 … Immediate Intuitive… … Beautiful Contextual… … Value-adding and relevant Interactive… Mobile… Social… … Simple DIGITAL DNA Customers’ expectations have changed
- 11. The benefits outweigh the risks…
- 12. © 2016 Lloyds Banking Group plc and its subsidiariesConfidential 1212 Designing for all customers
- 13. © 2016 Lloyds Banking Group plc and its subsidiariesConfidential 13 Inspiring our colleagues to help communities and businesses
- 14. © 2016 Lloyds Banking Group plc and its subsidiariesConfidential Thank You
Editor's Notes
- And that is why we all need to remain focused on what is next and we must DELIVER, DELIVER and DELIVER!
- And that is why we all need to remain focused on what is next and we must DELIVER, DELIVER and DELIVER!
- Slide 10: Customer Expectations changed ..customer expectations changed… intuitive – Apple… social – Facebook… immediate – Netflix… beautiful to browse - John Lewis …best bank for customers… moments that matter buy a home… open current account…establish business… prepare for retirement 10 important customer journeys ...benefits… mortgage offer from 25 days to less than a week Egs AIP on mobile… Credit checker… Switch accounts with photo of debit card Redesigned every step… target customer experience… challenging policies and design decisions Transformational. Not innovation for innovation sake… customers easier lives
- And that is why we all need to remain focused on what is next and we must DELIVER, DELIVER and DELIVER!