Lloyds Banking Group plc (LYG): Business Model Canvas

Tauchen Sie ein in den strategischen Entwurf der Lloyds Banking Group, einem Finanzunternehmen, das sich mit seinem innovativen Business Model Canvas meisterhaft durch die komplexe Landschaft des modernen Bankwesens bewegt. Dieser umfassende Rahmen zeigt, wie die 37 Milliarden Pfund Der Bankenriese transformiert traditionelle Finanzdienstleistungen durch die Kombination modernster Technologie, personalisierter Kundenerlebnisse und robuster digitaler Infrastruktur, um in verschiedenen Marktsegmenten einen außergewöhnlichen Mehrwert zu bieten. Von strategischen Partnerschaften bis hin zu mehreren Einnahmequellen zeigt Lloyds einen dynamischen Ansatz, der es an die Spitze des britischen Bankenökosystems bringt und sich kontinuierlich an sich ändernde Kundenbedürfnisse und technologische Veränderungen anpasst.

Lloyds Banking Group plc (LYG) – Geschäftsmodell: Wichtige Partnerschaften

Strategische Allianzen mit Technologieanbietern für digitale Banking-Lösungen

Die Lloyds Banking Group hat wichtige Technologiepartnerschaften geschlossen, um die Möglichkeiten des digitalen Bankings zu verbessern:

Technologiepartner	Partnerschaftsfokus	Umsetzungsjahr
Microsoft Azure	Cloud-Infrastruktur	2021
Temenos	Kernbankenplattform	2019
IBM	KI- und Cybersicherheitslösungen	2022

Partnerschaften mit Versicherungs- und Investmentfirmen

Lloyds unterhält strategische Finanzdienstleistungspartnerschaften:

• Scottish Widows (hundertprozentige Tochtergesellschaft) – verwaltete Mittel in Höhe von 182,1 Milliarden Pfund (Stand 2023).
• Schroders – Zusammenarbeit im Investmentmanagement
• Legal & Allgemeines – Produktpartnerschaften im Bereich Altersvorsorge und Altersvorsorge

Zusammenarbeit mit Fintech-Startups für Innovation

Fintech-Partner	Bereich für Zusammenarbeit	Investitionsbetrag
Gedankenmaschine	Cloud-native Banking-Plattform	Investition von 22 Millionen Pfund
Finanzierungsmöglichkeiten	KMU-Kredittechnologie	Investition von 8,5 Millionen Pfund

Partnerschaften zwischen Regierung und Regulierungsbehörden

Wichtige regulatorische und staatliche Kooperationen:

• Bank of England – Einhaltung gesetzlicher Vorschriften
• Financial Conduct Authority (FCA) – Regulierungsaufsicht
• HM Treasury – Ausrichtung der Wirtschaftspolitik

Gesamtinvestition der Partnerschaft im Jahr 2023: 253,6 Mio. £

Lloyds Banking Group plc (LYG) – Geschäftsmodell: Hauptaktivitäten

Privat- und Geschäftsbankdienstleistungen

Im Jahr 2024 betreibt die Lloyds Banking Group 1.180 Filialen im gesamten Vereinigten Königreich. Die Bank betreut rund 26 Millionen Privatkunden und 1,5 Millionen Geschäftskunden. Die Einnahmen aus dem Privatkundengeschäft beliefen sich im Jahr 2023 auf 8,3 Milliarden Pfund.

Kategorie Bankdienstleistungen	Anzahl der Kunden	Jahresumsatz (Milliarden £)
Persönliches Banking	26 Millionen	5.6
Geschäftsbanking	1,5 Millionen	2.7

Entwicklung einer digitalen Banking-Plattform

Lloyds investierte im Jahr 2023 1,2 Milliarden Pfund in die digitale Transformation. Die Mobile-Banking-App der Bank hat 14,5 Millionen aktive Nutzer, wobei 78 % der Kundeninteraktionen mittlerweile über digitale Kanäle erfolgen.

• Downloads von Mobile-Banking-Apps: 5,2 Millionen im Jahr 2023
• Online-Banking-Nutzer: 19,3 Millionen
• Digitales Transaktionsvolumen: 2,3 Milliarden Transaktionen jährlich

Risikomanagement und Finanzberatung

Die Bank verfügt über ein Risikomanagementteam von 3.200 Fachleuten. Die Gesamtausgaben für Risikomanagement und Compliance beliefen sich im Jahr 2023 auf 890 Millionen Pfund.

Kategorie „Risikomanagement“.	Ausgaben (Mio. £)
Compliance	450
Cybersicherheit	280
Betrugsprävention	160

Kundendienst und Support

Lloyds betreibt 15 Kundendienstzentren mit 8.700 Kundendienstmitarbeitern. Die durchschnittliche Reaktionszeit des Kunden beträgt über alle digitalen Kanäle hinweg 2,7 Minuten.

Vermögensverwaltung und Investmentdienstleistungen

Die Vermögensverwaltungsabteilung verwaltet Kundenvermögen in Höhe von 163 Milliarden Pfund. Die Wertpapierdienstleistungen erwirtschafteten im Jahr 2023 einen Umsatz von 1,1 Milliarden Pfund.

• Verwaltetes Gesamtvermögen: 163 Milliarden Pfund
• Anzahl der Vermögensverwaltungskunden: 450.000
• Durchschnittlicher Wert des Kundenportfolios: 362.000 £

Lloyds Banking Group plc (LYG) – Geschäftsmodell: Schlüsselressourcen

Umfangreiches Filialnetz

Ab 2024 behält die Lloyds Banking Group bei 1.560 physische Filialen im gesamten Vereinigten Königreich. Das Filialnetz umfasst:

Region	Anzahl der Filialen
England	1,320
Schottland	140
Wales	80
Nordirland	20

Digitale Banking-Infrastruktur

Statistiken zu digitalen Plattformen:

• Mobile-Banking-Nutzer: 17,4 Millionen
• Online-Banking-Nutzer: 20,1 Millionen
• Digitales Transaktionsvolumen: 2,3 Milliarden jährliche Transaktionen

Finanzkapital und Reserven

Finanzkennzahlen ab Q4 2023:

Finanzkennzahl	Betrag
Gesamtvermögen	830,4 Milliarden Pfund
Kernkapitalquote	15.8%
Gesamtes Eigenkapital	48,2 Milliarden Pfund

Zusammensetzung der Belegschaft

Mitarbeiterstatistik:

• Gesamtzahl der Mitarbeiter: 65.282
• Vollzeitbeschäftigte: 58.900
• Teilzeitbeschäftigte: 6.382
• Durchschnittliche Betriebszugehörigkeit: 8,4 Jahre

Technologische Fähigkeiten

Details zu Technologieinvestitionen:

Kategorie „Technologieinvestitionen“.	Jährliche Ausgaben
Digitale Infrastruktur	1,2 Milliarden Pfund
Cybersicherheit	380 Millionen Pfund
KI und maschinelles Lernen	220 Millionen Pfund

Lloyds Banking Group plc (LYG) – Geschäftsmodell: Wertversprechen

Umfassende Finanzdienstleistungen für Privatpersonen und Unternehmen

Die Lloyds Banking Group bietet ein breites Spektrum an Finanzdienstleistungen mit folgendem Produktportfolio an:

Servicekategorie	Gesamtmarktanteil	Jahresumsatz
Persönliches Banking	26.4%	7,2 Milliarden Pfund
Geschäftsbanking	19.7%	4,8 Milliarden Pfund
Kommerzielles Banking	22.3%	5,6 Milliarden Pfund

Personalisierte Banklösungen

• Maßgeschneiderte Finanzberatungsleistungen
• Maßgeschneiderte Kreditprodukte
• Personalisierte Anlagestrategien
• Individuelle Altersvorsorgeplanung

Wettbewerbsfähige Zinssätze und Finanzprodukte

Produkttyp	Zinssatz	Marktvergleich
Sparkonten	3.2%	+0,5 % über dem Durchschnitt
Hypothekenzinsen	4.7%	-0,3 % unter dem Marktdurchschnitt
Geschäftskredite	5.9%	Wettbewerbsfähiger Preis

Komfort beim digitalen und mobilen Banking

Statistiken zum digitalen Banking für Lloyds:

• Mobile-Banking-Nutzer: 14,3 Millionen
• Online-Banking-Transaktionen: 2,6 Milliarden jährlich
• Verfügbarkeit der digitalen Banking-Plattform: 99,97 %

Vertrauenswürdige und etablierte Bankmarke

Markenmetrik	Wert
Markenwert	8,2 Milliarden Pfund
Bewertung der Kundenzufriedenheit	4.2/5
Jahre im Betrieb	250+ Jahre

Lloyds Banking Group plc (LYG) – Geschäftsmodell: Kundenbeziehungen

Persönlicher Kundenservice

Die Lloyds Banking Group bietet personalisierten Kundenservice über mehrere Kanäle:

Servicekanal	Anzahl der Kontaktpunkte	Jährliche Kundeninteraktionen
Filialnetz	1.043 Filialen	8,4 Millionen persönliche Interaktionen
Telefonbanking	24/7-Kundendienstzentren	45,2 Millionen Telefoninteraktionen
Digitale Unterstützung	Live-Chat-Dienste	22,6 Millionen digitale Interaktionen

Digitale Self-Service-Plattformen

Kennzahlen zum digitalen Engagement:

• Mobile-Banking-Nutzer: 17,3 Millionen
• Online-Banking-Nutzer: 20,1 Millionen
• Digitales Transaktionsvolumen: 2,6 Milliarden jährliche Transaktionen

Beziehungsmanagement für Firmenkunden

Kundensegment	Anzahl der Kunden	Jahresumsatz
Große Unternehmen	4.200 Kunden	3,6 Milliarden Pfund
KMU-Kunden	1,4 Millionen Unternehmen	2,1 Milliarden Pfund

Kundenbindungsprogramme

Details zum Treueprogramm:

• Registrierte Mitglieder des Treueprogramms: 8,9 Millionen
• Durchschnittliche jährliche Prämienausschüttung: 127 Millionen £
• Kundenbindungsrate: 87,3 %

Multi-Channel-Kommunikationsstrategien

Kommunikationskanal	Jährliches Engagement	Kundenpräferenz
E-Mail-Kommunikation	156 Millionen E-Mails	42 % Kundenpräferenz
SMS-Benachrichtigungen	98 Millionen Nachrichten	27 % Kundenpräferenz
Benachrichtigungen für mobile Apps	76 Millionen Benachrichtigungen	31 % Kundenpräferenz

Lloyds Banking Group plc (LYG) – Geschäftsmodell: Kanäle

Physische Bankfilialen

Ab 2024 betreibt die Lloyds Banking Group 1.160 physische Bankfilialen im gesamten Vereinigten Königreich.

Zweigtyp	Anzahl der Filialen
Lloyds Bank	760
Halifax	256
Bank von Schottland	144

Online-Banking-Website

Die Online-Banking-Plattform von Lloyds bedient im Jahr 2024 19,4 Millionen aktive digitale Kunden.

• Website-Traffic: 42,6 Millionen monatliche Besuche
• Durchdringung des digitalen Bankings: 76 % des gesamten Kundenstamms
• Online-Transaktionsvolumen: 3,2 Milliarden Transaktionen pro Jahr

Mobile-Banking-Anwendungen

Statistiken zu Mobile-Banking-Apps für 2024:

App-Metrik	Wert
Gesamtzahl der Downloads mobiler Apps	8,7 Millionen
Monatlich aktive Benutzer	6,3 Millionen
App Store-Bewertung	4.6/5

Telefon-Banking-Dienste

Leistung des Telefonbanking-Kanals im Jahr 2024:

• Callcenter-Standorte: 12 Zentren in ganz Großbritannien
• Durchschnittliches tägliches Anrufvolumen: 85.000 Anrufe
• Kundendienstmitarbeiter: 4.200

ATM-Netzwerke

Geldautomaten-Infrastruktur der Lloyds Banking Group im Jahr 2024:

Geldautomatentyp	Anzahl der Maschinen
Eigene Geldautomaten	3,200
Geldautomaten des Partnernetzwerks	11,500
Vollständiger Zugang zu Geldautomaten	14,700

Lloyds Banking Group plc (LYG) – Geschäftsmodell: Kundensegmente

Privatkunden

Die Lloyds Banking Group betreut im Jahr 2023 etwa 26 Millionen Privatkunden im Vereinigten Königreich.

Kundensegment	Anzahl der Kunden	Marktanteil
Persönliche Girokonten	17,4 Millionen	20.3%
Persönliche Sparkonten	19,2 Millionen	22.1%

Kleine und mittlere Unternehmen

Lloyds unterstützt rund 1,3 Millionen kleine und mittlere Unternehmen (KMU) im gesamten Vereinigten Königreich.

• Gesamtkredite an KMU: 43,5 Mrd. £
• Durchschnittliche Kredithöhe für KMU: 332.000 £
• Girokonten für KMU-Unternehmen: 670.000

Firmenkunden und institutionelle Kunden

Lloyds betreut über 5.000 Firmen- und institutionelle Kunden mit einem Gesamtvermögen im Firmenkundengeschäft von 261 Milliarden Pfund.

Kundenkategorie	Gesamtes verwaltetes Vermögen	Durchschnittlicher Kundenwert
Große Unternehmen	187 Milliarden Pfund	37,4 Millionen Pfund
Institutionelle Kunden	74 Milliarden Pfund	14,8 Millionen Pfund

Vermögende Privatpersonen

Lloyds verwaltet das Vermögen von rund 190.000 vermögenden Privatpersonen.

• Durchschnittlicher Portfoliowert: 2,3 Mio. £
• Verwaltetes Gesamtvermögen: 438 Milliarden Pfund
• Private-Banking-Kunden: 45.000

Digital-First-Banking-Verbraucher

Lloyds hat im Jahr 2023 14,5 Millionen aktive Digital-Banking-Nutzer.

Digitaler Kanal	Anzahl der Benutzer	Prozentsatz der Gesamtkunden
Mobile-Banking-App	12,6 Millionen	48%
Online-Banking	14,5 Millionen	56%

Lloyds Banking Group plc (LYG) – Geschäftsmodell: Kostenstruktur

Wartung des Filialnetzes

Die Lloyds Banking Group meldete im Jahr 2023 Gesamtkosten für die Filialwartung in Höhe von 487 Millionen Pfund. Die Bank betreibt im Dezember 2023 1.045 Filialen im gesamten Vereinigten Königreich.

Kostenkategorie	Jährliche Ausgaben (Mio. £)
Wartung physischer Zweigstellen	487
Immobilienvermietung	213
Zweigniederlassungen	76

Technologie und digitale Infrastruktur

Die Technologieinvestitionen für 2023 beliefen sich auf insgesamt 1,9 Milliarden Pfund, wobei die wichtigsten Schwerpunkte darin liegen:

• Entwicklung einer digitalen Bankplattform
• Cybersicherheitsinfrastruktur
• Cloud-Computing-Systeme
• KI- und maschinelle Lerntechnologien

Technologie-Investitionsbereich	Aufwand (£ Mio.)
Entwicklung digitaler Plattformen	680
Cybersicherheit	312
Cloud-Infrastruktur	246

Gehälter und Leistungen der Mitarbeiter

Die Gesamtvergütung der Mitarbeiter belief sich im Jahr 2023 auf 4,2 Milliarden Pfund und deckte 64.281 Mitarbeiter ab.

Vergütungskomponente	Betrag (£ Mio.)
Grundgehälter	3,150
Leistungsprämien	612
Rentenbeiträge	438

Kosten für die Einhaltung gesetzlicher Vorschriften

Die Aufwendungen für die Einhaltung gesetzlicher Vorschriften beliefen sich im Jahr 2023 auf 742 Millionen Pfund.

• Berichterstattung der Financial Conduct Authority (FCA).
• Systeme zur Bekämpfung der Geldwäsche
• Risikomanagement-Infrastruktur

Aufwendungen für Marketing und Kundenakquise

Die Marketingausgaben für 2023 beliefen sich auf 215 Millionen Pfund und zielten auf die Kundenakquise und Markenpositionierung ab.

Marketingkanal	Aufwand (£ Mio.)
Digitale Werbung	87
Traditionelle Medien	62
Sponsoring und Events	66

Lloyds Banking Group plc (LYG) – Geschäftsmodell: Einnahmequellen

Zinserträge aus Krediten und Hypotheken

Für das Jahr 2023 meldete die Lloyds Banking Group einen Nettozinsertrag von 10,7 Milliarden Pfund. Das Hypothekenkreditportfolio belief sich im Dezember 2023 auf 326,4 Milliarden Pfund.

Kreditkategorie	Gesamtvolumen (Milliarden Pfund)	Durchschnittlicher Zinssatz
Wohnhypotheken	326.4	5.2%
Gewerbliche Kredite	187.6	6.1%
Privatkredite	42.3	8.5%

Bankgebühren und Provisionen

Die gesamten Gebühren- und Provisionseinnahmen für 2023 erreichten 3,8 Milliarden Pfund.

• Kontoführungsgebühren: 1,2 Milliarden £
• Gebühren für Zahlungsdienste: 890 Mio. £
• Gebühren für Kreditkartentransaktionen: 650 Millionen Pfund
• Internationale Transaktionsgebühren: 480 Millionen Pfund

Investment- und Vermögensverwaltungsdienstleistungen

Die Einnahmen aus der Vermögensverwaltung beliefen sich im Jahr 2023 auf insgesamt 1,5 Milliarden Pfund, wobei das verwaltete Vermögen 538 Milliarden Pfund erreichte.

Servicekategorie	Umsatz (Mio. £)	Verwaltetes Vermögen (£ Mrd.)
Vermögensverwaltung	1,500	538
Anlageberatung	650	214

Verkauf von Versicherungsprodukten

Das Versicherungssegment erwirtschaftete im Jahr 2023 einen Umsatz von 2,3 Milliarden Pfund.

• Lebensversicherungsprämien: 1,4 Milliarden Pfund
• Allgemeine Versicherung: 890 Millionen Pfund

Gebühren für digitale Banktransaktionen

Digitale Banktransaktionen verursachten im Jahr 2023 Gebühren in Höhe von 620 Millionen Pfund.

Digitaler Service	Transaktionsvolumen	Honorareinnahmen (Mio. £)
Mobiles Banking	412 Millionen	320
Online-Überweisungen	276 Millionen	210
Digitale Zahlungsdienste	189 Millionen	90

Lloyds Banking Group plc (LYG) - Canvas Business Model: Value Propositions

You're looking at the core value Lloyds Banking Group plc delivers across the UK market, grounded in its scale and recent strategic investments.

Comprehensive, multi-brand financial services for UK households and businesses

Lloyds Banking Group plc supports practically every sector of the UK economy, serving millions of people and businesses daily through its portfolio of brands. The Group's purpose remains Helping Britain Prosper. You see this scale reflected in their commitment to the UK economy, with plans to make over £35 billion of new finance available in 2026 to companies operating and investing in the UK, of which £9.5 billion is dedicated to small and medium-sized enterprises (SMEs). This broad reach is a core value proposition for customers needing integrated financial solutions.

Enhanced digital experience via AI and mobile-first journeys

The Group is cementing its status as the UK's digital and AI leader by embedding new technologies across its platforms. This focus drives both customer experience and efficiency gains. You'll find more than 800 AI models in production across the group today. The mobile-first journey is highly successful; over 75% of all product sales now go through the mobile app, a 20 percentage point increase since 2021. Furthermore, the AI-powered search function in the app enables 4 million Large Language Model searches a month. The Group serves more than 20.9 million digitally active customers.

Financial wellbeing and security, including a unique fraud prevention scheme

Security is a major value driver, especially as digital transactions rise. Lloyds Banking Group plc has committed over £100 million to advanced fraud detection systems. A specific tool helps customers spot and resolve errors or possible fraudulent activity, flagging about 12,000 disputes every month in 2025. This pioneering fraud prevention action has seen the Group inject a further £5 million in funding, bringing the total funding to £15 million since 2021. The Group is also expanding access to financial planning tools; for instance, around 40% of new users for the Ready Made Pensions offering identify as self-employed.

Wealth and investment management for mass-affluent clients (e.g., Lloyds Premier)

The proposition for the mass affluent segment is crystallized in Lloyds Premier, designed for customers with an income of £100k+ or equivalent assets. This is a mobile-first, personalised offering that unites various Group services. For example, Lloyds Premier customers get fee-free ready-made investments for a whole year. In the broader wealth space, Schroders Personal Wealth, which is transitioning to become Lloyds Wealth, achieved an 4.8 "Excellent" rating on Trustpilot based on 1,609 reviews as of October 2025. The Group is seeing traction here, with Mass Affluent mortgage share up 4 percentage points year-over-year in H1 2025.

Commitment to sustainability, providing over £9 billion in sustainable finance (H1 2025)

Sustainability is woven into the strategy, shaping finance as a force for good. In the first half of 2025 alone, the Group provided approximately US$11.6 billion (£9 billion) in sustainable financing. This brings the total sustainable finance provided since 2022 to more than US$73.4 billion (£57 billion). The Group is targeting >£1.9 billion in additional annual revenue from strategic sustainability and technology initiatives by 2026, having already achieved over £1 billion to date. They are also on track to deliver £30 billion in sustainable financing between 2024 and 2026.

Here's a quick view of some key metrics underpinning these value propositions:

Value Proposition Area	Metric	Value/Amount	Period/Date
Digital Experience	Product Sales via Mobile App Share	>75%	Late 2025
Digital Experience	AI Models in Production	>800	Late 2025
Financial Security	Total Fraud Prevention Funding Since 2021	£15 million	Late 2025
Wealth Management	Lloyds Premier Customer Asset/Income Threshold	£100k+	2025
Sustainability	Sustainable Finance Provided	US$11.6 billion (£9 billion)	H1 2025
Sustainability	Total Sustainable Finance Since 2022	>US$73.4 billion (£57 billion)	Late 2025

The Group's value delivery is also supported by specific product features and customer engagement points:

• Lloyds Premier includes ongoing 1% cashback on everyday spending.
• Lloyds Premier offers fee-free ready-made investments for a whole year.
• The Group pledged US$63.8 million (£50 million) in lending to support the Homewards programme tackling homelessness.
• Since 2018, Lloyds has lent more than US$127.6 billion (£100 billion) to first-time homebuyers.
• The Group's statutory post-tax profit for H1 2025 was US$3.2 billion (£2.5 billion).

If you're a customer, you're benefiting from this scale and investment defintely.

Lloyds Banking Group plc (LYG) - Canvas Business Model: Customer Relationships

Lloyds Banking Group plc serves approximately 26 million customers across the United Kingdom, requiring a multi-faceted approach to relationship management that balances digital scale with specialist human interaction.

Automated self-service via digital channels and AI-powered tools

The foundation of mass-market customer interaction is digital automation. As of late 2025, the Group builds on a base where over 20 million customers actively use the Lloyds mobile app. The adoption of Artificial Intelligence (AI) is significant, with more than 28 million UK adults using AI for personal finance in the past year, making it the nation's number one use of AI. Lloyds Banking Group has woven AI into its operations, running over 800 AI models in production. The in-app AI-powered search function supports 4 million Large Language Model searches a month. Nearly 1 in 3 adults use AI weekly for personal finance, with users reporting an average annual estimated saving of £399.

Dedicated relationship managers for Commercial Banking and Wealth clients

For higher-value and more complex segments, dedicated human support remains vital. The Commercial Banking segment saw deposits grow by £5.3 billion in Q2 2025, driven by growth in targeted sectors. The Group reinforced its commitment to this area by appointing a new Chief Executive Officer for Corporate & Institutional Banking (CIB) in November 2025. While specific Wealth client numbers aren't detailed, the Group's acquisition of Schroders Personal Wealth in Q4 2025 suggests a strategic move to deepen relationships in this high-net-worth area, with the combined entity potentially exceeding £9.7 billion in assets under administration.

High-touch, in-branch advisory services for complex products like mortgages

Mortgages represent a key area where high-touch advisory remains relevant, especially during market transitions. In the first half of 2025, Lloyds Banking Group recorded 14% growth in gross new mortgage lending, reaching £5.6 billion. The total mortgage balances stood at £317.9 billion as of H1 2025. While digital remortgage processes are accelerating adoption, the bank completed approximately £8 billion in lending to first-time buyers in the first six months of 2025. The protection take-up rate among mortgage borrowers reached 20%, an increase of seven percentage points year-over-year, indicating successful cross-selling during the advisory process.

Personalized digital offerings to drive deeper product holdings

The strategy focuses on using digital personalization to increase product holdings per customer. The bank aims to use a simplified yet more personalized experience on a single platform to help existing consumers buy more products. For example, personalized features in the mobile app, such as 'Ready-Made Investments,' are popular with younger demographics, with 40% of users under 35 engaging with them. Furthermore, over 780,000 customers actively use the in-app credit score tracker to manage their financial wellbeing.

Proactive communication on financial crime and security, defintely a focus

Security and fraud prevention are central to maintaining customer trust. Lloyds Banking Group announced an injection of £5 million into a fraud prevention scheme in November 2025, bringing the total funding committed to this initiative to £15 million since 2021. This proactive investment underpins the communication around security, which is critical given the high volume of digital interactions.

Here's a quick look at key customer engagement metrics as of 2025 data points:

Metric Category	Key Figure	Context/Period
Total Customers Served	26 million	Overall UK customer base
Digitally Active Customers	22.7 million	As of 2024, informing 2025 strategy
AI Users (Personal Finance)	28 million (56% of UK adults)	Past year usage
AI Models in Production	Over 800	Across the Group
Mortgage Lending (H1 2025)	£5.6 billion	Gross new lending
Mortgage Protection Take-up	20%	Among mortgage borrowers (H1 2025)
Fraud Prevention Funding (New)	£5 million	Injection in Nov 2025

The Group's focus on digital empowerment is clear, with more UK adults online in 2025 than ever before, equivalent to a rise of 6.3 million since 2016.

Lloyds Banking Group plc (LYG) - Canvas Business Model: Channels

You're looking at how Lloyds Banking Group plc (LYG) gets its products and services to its customers as of late 2025. It's a mix of massive digital scale and a carefully managed physical footprint, plus specialist routes for insurance and pensions.

Digital banking apps and online platforms (mobile-first focus)

The digital channel is definitely the primary engine now. Lloyds Banking Group plc reports serving over 23 million digitally active customers, with more than 21 million of those actively using the mobile app. This digital preference is clear in the transaction data, as digital channels now account for over 95% of retail sales. The Group has poured over £4 billion into its digital transformation to support this shift. Furthermore, the integration of new technology is visible within the app itself; the AI-powered search function handles around 4 million Large Language Model searches monthly. This focus on digital empowerment is also seen in customer behavior, with 56% of UK adults-or about 28 million people-using AI for personal finance in the past year, estimating an average annual saving of £399 from AI-generated insights.

Extensive network of physical bank branches and ATMs across the UK

Despite the digital push, a physical presence remains, though it's shrinking according to plan. Lloyds Banking Group plc has been executing a significant overhaul, planning to close 292 branches between January 2024 and December 2025. Once these closures are complete, the Group is projected to maintain a network of 892 branches across its brands. This remaining physical footprint is distributed as follows:

• Digital transformation is accelerating revenue growth, efficiency and customer engagement, positioning the Group for continued leadership in the era of generative and agentic AI.
• The Group now serves over 23 million digitally active customers and more than 21 million mobile app users.
• Digital channels now account for over 95% of retail sales.
• The Group has hired around 8,000 tech and data experts since 2021.
• Athena, the Generative AI tool for colleagues, has saved telephone banking teams over 4,000 hours.

To support cash access in communities where branches have closed, the Group is part of the wider industry effort. As of September 2025, there are 186 shared banking hubs operational across the UK, offering face-to-face support for customers of multiple lenders.

Dedicated contact centers and telephone banking services

The contact centers are being augmented by technology to improve efficiency for complex queries. The internal AI tool, Athena, which supports customer service colleagues, has already completed over 2.1 million searches across 13,000 internal articles. This has resulted in a 66% reduction in search time, freeing up telephone banking teams to focus on more involved customer issues.

Specialist brand channels like Scottish Widows for pensions and insurance

The Insurance, Pensions, and Investments (IP&I) segment, which includes Scottish Widows, operates through dedicated channels and digital platforms. For the 2024 fiscal year, the IP&I division saw its revenue increase to £1.16 billion, up from £1.08 billion the prior year, with underlying profit rising to £220 million from £190 million in 2023. Scottish Widows itself has more than one million digitally registered customers. Its dedicated workplace pension app is used by over 400,000 users, with 60% of those being active users. The workplace pensions business under administration stands at £108 billion in AUA, and the division is targeting a digital waterfront scale of over 1.5 million customers by 2026.

Embedded finance integrations via partnerships and acquisitions

Lloyds Banking Group plc is actively participating in the decentralization of financial services through integrations and strategic alliances. The Group's focus on partnerships was recognized at the 2025 Banking Tech Awards, where it won 'Best Bank & FinTech Partnership' with InBest. Additionally, a collaboration with Publicis Sapient for Intelligent Pricing won 'Best Customer Experience Initiative for Business.' In trade finance, a recent transaction involved using embedded structured data with partners like Enigio and Cleareye.ai to achieve 100% data extraction accuracy in a digital trade process.

Here is a snapshot of the scale across these key channels as of late 2025:

Channel Metric	Brand/Segment	Value/Amount	Unit/Context
Digitally Active Customers	Lloyds Banking Group plc	23 million	Total
Mobile App Users	Lloyds Banking Group plc	21 million	Total
Digital Share of Retail Sales	Retail Banking	95%	Percentage
Projected Physical Branches (Post-Closures)	Group Network	892	Total Locations
Lloyds Bank Branded Branches (Remaining)	Physical Network	447	Locations
Shared Banking Hubs Operational	Physical Access Alternative	186	Locations (as of Sept 2025)
Workplace Pensions AUA	Scottish Widows	£108 billion	Assets Under Administration
IP&I Division Revenue (2024)	Insurance, Pensions, Investments	£1.16 billion	Annual Revenue
Workplace Pension App Active Users	Scottish Widows	60%	Of 400,000+ users
AI Searches per Month in App	Digital Platform	4 million	LLM Searches

Lloyds Banking Group plc (LYG) - Canvas Business Model: Customer Segments

You're looking at the core groups Lloyds Banking Group plc serves across the UK financial landscape as of late 2025. This bank remains the largest retail and commercial financial services provider in the UK, engaging with approximately 26 million customers.

UK Retail Customers: Mass market for current accounts, savings, and mortgages

This segment forms the backbone of the Group's volume. Digital adoption is near universal, with 95% of the UK online in 2025. Over 23 million people choose digital banking channels, and by 2024, over 20 million customers actively used the Lloyds mobile app. The Group's total lending stood at £471.0 billion at the end of H1 2025, with mortgage balances at £317.9 billion.

Mass-Affluent and Wealth Clients: Individuals with income/assets over £100,000

The Group has a targeted approach here, exemplified by the launch of Lloyds Premier in 2025 for customers with an income of £100k+ or equivalent assets. Prior to this, the Group noted having >2.5 million Mass Affluent customers. The strategic goal is to increase their total relationship balances by over 10% by 2026.

UK Commercial Banking: Small-to-Medium Enterprises (SMEs) and corporate clients

Commercial Banking lending book size was £89 billion in H1 2025, maintaining a gross margin of 2.25%. Commercial deposits showed strong growth, increasing by £5.3 billion in H1 2025. The Group launched a mobile Business Banking loans journey for this segment.

Insurance, Pensions, and Investments Clients (Scottish Widows)

This division shows significant digital traction. As of H1 2025, Scottish Widows had >550k app users, representing a growth of >90% Year-over-Year (YoY). The non-banking segments, which include insurance and pensions, reported a 21% year-on-year increase in underlying profit before impairments in 2025.

First-time home buyers, supported by £8 billion in H1 2025 lending

Lloyds Banking Group is a leading lender to this group. The First Time Buyer Boost scheme, launched in August 2024, saw an additional £4 billion commitment in July 2025, and a further £1 billion commitment in November 2025, taking the total pledged to £9 billion. Over 15,000 first-time buyers have benefited from higher Loan-to-Income underwriting. Effective December 5, 2025, the minimum household income for the FTB Boost was lowered from £50,000 to £40,000.

Here's a quick look at some key metrics across these segments as of H1 2025:

Segment Focus Area	Key Metric/Value	Period/Context
Total Customers Served	26 million	Approximate total
Mass Affluent Customers	>2.5 million	Customer relationships
Mass Affluent Threshold	£100k+ income/assets	Definition for Lloyds Premier
Commercial Banking Lending Book	£89 billion	H1 2025 Size
Scottish Widows App Users	>550k	H1 2025, up >90% YoY
FTB Boost Total Lending Pledged	£9 billion	Total since August 2024
FTB Boost Minimum Income	£40,000	New threshold effective December 5, 2025

Lloyds Banking Group plc (LYG) - Canvas Business Model: Cost Structure

You're looking at the hard numbers driving Lloyds Banking Group plc's expenses as of late 2025. This is where the money is actually going, beyond the headline profit figures.

The Operating Costs for the first nine months of 2025 (YTD) reached £7.2 billion, representing a 3% year-over-year increase. This figure reflects ongoing inflationary pressures and strategic spending, partially offset by efficiency gains.

A major component of the cost base is driven by regulatory and conduct issues. Remediation and litigation charges for the first nine months of 2025 totaled £912 million. This included a significant £800 million provision in Q3 2025 specifically for motor finance commissions.

The drive for efficiency and transformation is also a significant cost center. Lloyds Banking Group plc has committed to a £4 billion digital transformation effort. This is evident in the hiring strategy; for instance, the first half of 2025 saw approximately 1,500 technology and data hires.

Employee compensation and severance costs are being managed through efficiency programs. Operating expenses in the first half of 2025 were up 4% year-over-year, or approximately 2% excluding severance costs, which were front-loaded into the first quarter of 2025. Severance costs specifically mentioned in the Q2 operating costs, following the Q1 front-loading, were around c.£20 million.

Regarding the physical footprint, Lloyds Banking Group plc is actively reducing its presence as part of its efficiency drive. The plan involves cutting 3,000 jobs and 289 branches over this year and next. While a specific maintenance expense figure isn't isolated, the operating lease depreciation component of costs was higher in the first half of 2025 due to fleet growth and other factors.

Here is a summary of the key financial cost data points for the period:

Cost Category/Metric	Financial Amount/Figure	Period/Context
YTD Operating Costs	£7.2 billion	First Nine Months of 2025 (9M 2025)
Total Remediation Charge	£912 million	First Nine Months of 2025 (9M 2025)
Motor Finance Remediation Provision (Q3)	£800 million	Q3 2025
Digital Transformation Investment (Total)	£4 billion	Stated Transformation Goal
Technology & Data Hires	c.1,500	First Half of 2025 (H1 2025)
Branch Reductions Planned	289	Over 2025 and 2026

The cost structure is being actively managed through several levers:

• Managing severance costs related to efficiency programs, with some front-loaded into Q1 2025.
• Investing heavily in technology, including a £4 billion transformation target.
• Reducing the physical footprint via branch closures, aiming for 289 closures over two years.
• Controlling underlying operating costs, which were £2.3 billion in Q3 2025 (down 1% quarter-on-quarter).

Finance: draft 13-week cash view by Friday.

Lloyds Banking Group plc (LYG) - Canvas Business Model: Revenue Streams

The revenue streams for Lloyds Banking Group plc are heavily anchored in its core UK banking franchise, with significant contributions from interest margins and fee-based services, supplemented by strategic hedging activities.

Net Interest Income (NII) remains the primary driver. The guidance for the full fiscal year 2025 for Net Interest Income was set at approximately £13.5 billion. For the first nine months of 2025, underlying Net Interest Income reached £10.1 billion, reflecting a banking net interest margin of 3.04%.

The Group's performance is detailed in the table below, focusing on the nine-month period ending September 30, 2025:

Revenue Component (9M 2025)	Amount (Millions GBP)	Year-on-Year Change
Total Income (Statutory)	14,252	Up 6%
Net Interest Income (Underlying)	10,100	Up 6%
Other Income (Underlying)	4,526	Up 9%
Statutory Profit After Tax	3,322	Down from £3.8 billion in 9M 2024

Non-interest income, which encompasses fees, commissions, and insurance premiums, showed strong momentum. Underlying Other Income for the first nine months of 2025 was £4.5 billion, a 9% increase over the prior year. This growth was supported by strengthening customer activity and strategic initiatives, including performance within UK Motor Finance.

Income from the structural hedge provides a key element of earnings stability. While the requested average rate for Q2 2025 of 2.2% isn't explicitly confirmed in the latest reports, the actual income generated is substantial. For the first half of 2025, structural hedge earnings amounted to £2.6 billion, representing an increase of over 35% year-on-year. The Group expects the structural hedge contribution to be a significant tailwind throughout the year, with the full-year Net Interest Income guidance reflecting this benefit.

Revenue diversification is being pursued through wealth management and investment products. Lloyds Banking Group plc completed the full acquisition of Schroders Personal Wealth, which brings approximately £17 billion in Assets Under Administration (AuA) into the Group, positioning it to scale its wealth offering across mass affluent and workplace clients.

The revenue generation is supported by the underlying strength of the lending book and deposits:

• Underlying loans and advances to customers reached £477.1 billion as of September 30, 2025, up £18.0 billion year-to-date.
• Customer deposits increased by £14.0 billion year-to-date, totaling £496.7 billion.

The overall financial health, as evidenced by the profit metric, is strong despite significant one-off charges. The Statutory Profit After Tax for the first nine months of 2025 was £3.3 billion.