Lloyds Banking Group plc (LYG): Lienzo del Modelo de Negocio [Actualizado en Ene-2025]

Sumérgete en el modelo estratégico del Grupo Banking Lloyds, una potencia financiera que navega magistralmente del complejo panorama de la banca moderna a través de su innovador lienzo de modelo de negocio. Este marco integral revela cómo el £ 37 mil millones El gigante bancario transforma los servicios financieros tradicionales mediante la combinación de tecnología de vanguardia, experiencias personalizadas de los clientes e infraestructura digital robusta para ofrecer un valor excepcional en diversos segmentos de mercado. Desde asociaciones estratégicas hasta múltiples flujos de ingresos, Lloyds demuestra un enfoque dinámico que lo posiciona a la vanguardia del ecosistema bancario del Reino Unido, adaptándose continuamente a la evolución de las necesidades e interrupciones tecnológicas.

Lloyds Banking Group plc (LYG) - Modelo de negocio: asociaciones clave

Alianzas estratégicas con proveedores de tecnología para soluciones de banca digital

Lloyds Banking Group ha establecido asociaciones de tecnología clave para mejorar las capacidades de banca digital:

Socio tecnológico	Enfoque de asociación	Año de implementación
Microsoft Azure	Infraestructura en la nube	2021
Temenos	Plataforma bancaria central	2019
IBM	AI y soluciones de ciberseguridad	2022

Asociaciones con empresas de seguros e inversiones

Lloyds mantiene asociaciones estratégicas de servicio financiero:

• Viudas escocesas (subsidiaria de propiedad total) - £ 182.1 mil millones de fondos bajo administración a partir de 2023
• Schroders - Colaboración de gestión de inversiones
• Legal & General - Asociaciones de productos de pensión y jubilación

Colaboración con Startups de FinTech para la innovación

Socio de fintech	Área de colaboración	Monto de la inversión
Máquina de pensar	Plataforma bancaria nativa de nube	Inversión de £ 22 millones
Opciones de financiación	Tecnología de préstamos de PYME	£ 8,5 millones de inversión

Asociaciones gubernamentales y de organismos regulatorios

Colaboraciones regulatorias y gubernamentales clave:

• Banco de Inglaterra - Cumplimiento regulatorio
• Autoridad de conducta financiera (FCA) - Supervisión regulatoria
• HM Tesoro - Alineación de la política económica

Inversión total de asociación en 2023: £ 253.6 millones

Lloyds Banking Group plc (LYG) - Modelo de negocio: actividades clave

Servicios de banca minorista y comercial

A partir de 2024, Lloyds Banking Group opera 1.180 sucursales en todo el Reino Unido. El banco atiende a aproximadamente 26 millones de clientes personales y 1,5 millones de clientes comerciales. Los ingresos de la banca minorista en 2023 alcanzaron £ 8.3 mil millones.

Categoría de servicio bancario	Número de clientes	Ingresos anuales (£ mil millones)
Banca personal	26 millones	5.6
Banca de negocios	1.5 millones	2.7

Desarrollo de la plataforma de banca digital

Lloyds invirtió £ 1.2 mil millones en transformación digital en 2023. La aplicación de banca móvil del banco tiene 14.5 millones de usuarios activos, con el 78% de las interacciones de los clientes que ahora ocurren a través de canales digitales.

• Descargas de aplicaciones de banca móvil: 5.2 millones en 2023
• Usuarios bancarios en línea: 19.3 millones
• Volumen de transacciones digitales: 2.300 millones de transacciones anualmente

Gestión de riesgos y asesoramiento financiero

El banco mantiene un equipo de gestión de riesgos de 3.200 profesionales. La gestión total de riesgos y el gasto de cumplimiento fueron de £ 890 millones en 2023.

Categoría de gestión de riesgos	Gasto (£ millones)
Cumplimiento	450
Ciberseguridad	280
Prevención de fraude	160

Servicio al cliente y soporte

Lloyds opera 15 centros de servicio al cliente con 8,700 representantes de atención al cliente. El tiempo promedio de respuesta al cliente es de 2.7 minutos en los canales digitales.

Servicios de gestión de patrimonio y inversión

La división de gestión de patrimonio administra £ 163 mil millones en activos del cliente. Los servicios de inversión generaron £ 1.1 mil millones en ingresos para 2023.

• Activos totales bajo administración: £ 163 mil millones
• Número de clientes de gestión de patrimonio: 450,000
• Valor promedio de la cartera del cliente: £ 362,000

Lloyds Banking Group plc (LYG) - Modelo de negocio: recursos clave

Red de sucursal extensa

A partir de 2024, Lloyds Banking Group mantiene 1.560 ramas físicas en todo el Reino Unido. La red de sucursales cubre:

Región	Número de ramas
Inglaterra	1,320
Escocia	140
Gales	80
Irlanda del Norte	20

Infraestructura bancaria digital

Estadísticas de plataforma digital:

• Usuarios de banca móvil: 17.4 millones
• Usuarios bancarios en línea: 20.1 millones
• Volumen de transacciones digitales: 2.300 millones de transacciones anuales

Capital financiero y reservas

Métricas financieras a partir del cuarto trimestre 2023:

Métrica financiera	Cantidad
Activos totales	£ 830.4 mil millones
Relación de capital de nivel 1	15.8%
Equidad total de accionistas	£ 48.2 mil millones

Composición de la fuerza laboral

Estadísticas de los empleados:

• Total de empleados: 65,282
• Empleados a tiempo completo: 58,900
• Empleados a tiempo parcial: 6.382
• Promedio de la tenencia del empleado: 8.4 años

Capacidades tecnológicas

Detalles de la inversión tecnológica:

Categoría de inversión tecnológica	Gasto anual
Infraestructura digital	£ 1.2 mil millones
Ciberseguridad	£ 380 millones
AI y aprendizaje automático	£ 220 millones

Lloyds Banking Group plc (LYG) - Modelo de negocio: propuestas de valor

Servicios financieros integrales para individuos y empresas

Lloyds Banking Group ofrece una amplia gama de servicios financieros con la siguiente cartera de productos:

Categoría de servicio	Cuota de mercado total	Ingresos anuales
Banca personal	26.4%	£ 7.2 mil millones
Banca de negocios	19.7%	£ 4.8 mil millones
Banca comercial	22.3%	£ 5.6 mil millones

Soluciones bancarias personalizadas

• Servicios de asesoramiento financiero a medida
• Productos de préstamos personalizados
• Estrategias de inversión personalizadas
• Planificación de jubilación individual

Tasas de interés competitivas y productos financieros

Tipo de producto	Tasa de interés	Comparación de mercado
Cuentas de ahorro	3.2%	+0.5% por encima del promedio
Tasas hipotecarias	4.7%	-0.3% por debajo del promedio del mercado
Préstamos comerciales	5.9%	Tarifa competitiva

Conveniencia de banca digital y móvil

Estadísticas de banca digital para Lloyds:

• Usuarios de banca móvil: 14.3 millones
• Transacciones bancarias en línea: 2.600 millones anuales
• Tiempo de actividad de la plataforma de banca digital: 99.97%

Marca bancaria de confianza y establecida

Métrico de marca	Valor
Valor de marca	£ 8.2 mil millones
Calificación de satisfacción del cliente	4.2/5
Años en funcionamiento	250+ años

Lloyds Banking Group plc (LYG) - Modelo de negocios: relaciones con los clientes

Servicio al cliente personalizado

Lloyds Banking Group proporciona un servicio al cliente personalizado a través de múltiples canales:

Canal de servicio	Número de puntos de contacto	Interacciones anuales del cliente
Red de sucursales	1.043 ramas	8,4 millones de interacciones en persona
Banca telefónica	Centros de atención al cliente 24/7	45.2 millones de interacciones telefónicas
Soporte digital	Servicios de chat en vivo	22.6 millones de interacciones digitales

Plataformas de autoservicio digital

Métricas de compromiso digital:

• Usuarios de banca móvil: 17.3 millones
• Usuarios bancarios en línea: 20.1 millones
• Volumen de transacciones digitales: 2.600 millones de transacciones anuales

Gestión de relaciones para clientes corporativos

Segmento de clientes	Número de clientes	Ingresos anuales
Grandes empresas	4.200 clientes	£ 3.6 mil millones
Clientes de las PYME	1,4 millones de empresas	£ 2.1 mil millones

Programas de fidelización de clientes

Detalles del programa de fidelización:

• Miembros del programa de lealtad registrados: 8.9 millones
• Recompensas anuales promedio distribuidas: £ 127 millones
• Tasa de retención de clientes: 87.3%

Estrategias de comunicación multicanal

Canal de comunicación	Compromiso anual	Preferencia del cliente
Comunicaciones por correo electrónico	156 millones de correos electrónicos	42% Preferencia del cliente
Notificaciones de SMS	98 millones de mensajes	27% de preferencia del cliente
Notificaciones de aplicaciones móviles	76 millones de notificaciones	31% de preferencia del cliente

Lloyds Banking Group plc (LYG) - Modelo de negocio: canales

Sucursales bancarias físicas

A partir de 2024, Lloyds Banking Group opera 1.160 sucursales bancarios físicos en todo el Reino Unido.

Tipo de rama	Número de ramas
Lloyds Bank	760
Halifax	256
Banco de Escocia	144

Sitio web de banca en línea

La plataforma de banca en línea de Lloyds atiende a 19.4 millones de clientes digitales activos en 2024.

• Tráfico del sitio web: 42.6 millones de visitas mensuales
• Penetración de banca digital: 76% de la base total de clientes
• Volumen de transacciones en línea: 3.200 millones de transacciones por año

Aplicaciones de banca móvil

Estadísticas de la aplicación de banca móvil para 2024:

Métrica de la aplicación	Valor
Descargas totales de aplicaciones móviles	8.7 millones
Usuarios activos mensuales	6.3 millones
Calificación de la tienda de aplicaciones	4.6/5

Servicios de banca telefónica

Rendimiento del canal de banca telefónica en 2024:

• Ubicaciones del centro de llamadas: 12 centros en todo el Reino Unido
• Volumen de llamadas diarias promedio: 85,000 llamadas
• Representantes de servicio al cliente: 4.200

Redes de cajeros automáticos

Lloyds Banking Group Infraestructura ATM en 2024:

Tipo de cajero automático	Número de máquinas
Cajeros automáticos	3,200
ATM de red de socios	11,500
Acceso total en cajero automático	14,700

Lloyds Banking Group plc (LYG) - Modelo de negocio: segmentos de clientes

Clientes de banca minorista

Lloyds Banking Group atiende a aproximadamente 26 millones de clientes de banca minorista en el Reino Unido a partir de 2023.

Segmento de clientes	Número de clientes	Cuota de mercado
Cuentas de corriente personal	17.4 millones	20.3%
Cuentas de ahorro personal	19.2 millones	22.1%

Empresas pequeñas y medianas

Lloyds apoya aproximadamente 1.3 millones de pequeñas y medianas empresas (PYME) en todo el Reino Unido.

• PYME TOTAL PYME: £ 43.5 mil millones
• Tamaño promedio del préstamo de PYME: £ 332,000
• PYME Business Current Cuentas: 670,000

Clientes corporativos e institucionales

Lloyds sirve a más de 5,000 clientes corporativos e institucionales con activos de banca corporativa total de £ 261 mil millones.

Categoría de cliente	Activos totales bajo administración	Valor promedio del cliente
Grandes empresas	£ 187 mil millones	£ 37.4 millones
Clientes institucionales	£ 74 mil millones	£ 14.8 millones

Individuos de alto nivel de red

Lloyds gestiona la riqueza para aproximadamente 190,000 individuos de alto patrimonio neto.

• Valor de la cartera promedio: £ 2.3 millones
• Riqueza total bajo administración: £ 438 mil millones
• Clientes bancarios privados: 45,000

Consumidores bancarios digitales

Lloyds tiene 14.5 millones de usuarios de banca digital activa a partir de 2023.

Canal digital	Número de usuarios	Porcentaje de clientes totales
Aplicación de banca móvil	12.6 millones	48%
Banca en línea	14.5 millones	56%

Lloyds Banking Group plc (LYG) - Modelo de negocio: Estructura de costos

Mantenimiento de la red de sucursales

Lloyds Banking Group reportó costos totales de mantenimiento de sucursales de £ 487 millones en 2023. El banco opera 1,045 sucursales en todo el Reino Unido a diciembre de 2023.

Categoría de costos	Gasto anual (£ millones)
Mantenimiento de ramas físicas	487
Alquiler de propiedades	213
Utilidades de rama	76

Tecnología e infraestructura digital

La inversión tecnológica para 2023 totalizó £ 1.9 mil millones, con áreas de enfoque clave que incluyen:

• Desarrollo de la plataforma de banca digital
• Infraestructura de ciberseguridad
• Sistemas de computación en la nube
• AI y tecnologías de aprendizaje automático

Área de inversión tecnológica	Gastos (£ millones)
Desarrollo de plataforma digital	680
Ciberseguridad	312
Infraestructura en la nube	246

Salarios y beneficios de los empleados

La compensación total de los empleados para 2023 fue de £ 4.2 mil millones, que cubrió 64,281 empleados.

Componente de compensación	Cantidad (£ millones)
Salarios base	3,150
Bonos de rendimiento	612
Contribuciones de pensiones	438

Costos de cumplimiento regulatorio

Los gastos de cumplimiento regulatorio para 2023 ascendieron a £ 742 millones.

• Informes de la Autoridad de Conducta Financiera (FCA)
• Sistemas anti-lavado de dinero
• Infraestructura de gestión de riesgos

Gastos de marketing y adquisición de clientes

El gasto de marketing para 2023 fue de £ 215 millones, dirigido a la adquisición de clientes y al posicionamiento de la marca.

Canal de marketing	Gastos (£ millones)
Publicidad digital	87
Medios tradicionales	62
Patrocinio y eventos	66

Lloyds Banking Group plc (LYG) - Modelo de negocios: flujos de ingresos

Ingresos por intereses de préstamos e hipotecas

Para el año 2023, Lloyds Banking Group reportó ingresos por intereses netos de £ 10.7 mil millones. La cartera de préstamos hipotecarios se situó en £ 326.4 mil millones a diciembre de 2023.

Categoría de préstamo	Volumen total (£ mil millones)	Tasa de interés promedio
Hipotecas residenciales	326.4	5.2%
Préstamos comerciales	187.6	6.1%
Préstamos personales	42.3	8.5%

Tarifas y comisiones bancarias

La tarifa total y los ingresos de la comisión para 2023 alcanzaron £ 3.8 mil millones.

• Tarifas de administración de cuentas: £ 1.2 mil millones
• Tarifas de servicios de pago: £ 890 millones
• Tarifas de transacción con tarjeta de crédito: £ 650 millones
• Tarifas de transacción internacional: £ 480 millones

Servicios de inversión y gestión de patrimonio

Los ingresos de gestión de patrimonio totalizaron £ 1.5 mil millones en 2023, con activos bajo administración que alcanzan los £ 538 mil millones.

Categoría de servicio	Ingresos (£ millones)	Activos bajo administración (mil millones)
Gestión de patrimonio	1,500	538
Aviso de inversión	650	214

Venta de productos de seguro

El segmento de seguro generó £ 2.3 mil millones en ingresos para 2023.

• Primas de seguro de vida: £ 1.4 mil millones
• Seguro general: £ 890 millones

Tarifas de transacción bancaria digital

Las transacciones bancarias digitales generaron £ 620 millones en tarifas durante 2023.

Servicio digital	Volumen de transacción	Ingresos de tarifas (£ millones)
Banca móvil	412 millones	320
Transferencias en línea	276 millones	210
Servicios de pago digital	189 millones	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.