Lloyds Banking Group Plc (LYG): Business Model Canvas [Jan-2025 Mis à jour]

Plongez dans le plan stratégique de Lloyds Banking Group, une puissance financière qui navigue magistralement dans le paysage complexe de la banque moderne à travers sa toile de modèle commercial innovante. Ce cadre complet révèle comment le 37 milliards de livres sterling Le géant bancaire transforme les services financiers traditionnels en mélangeant une technologie de pointe, des expériences client personnalisées et une infrastructure numérique robuste pour offrir une valeur exceptionnelle à travers divers segments de marché. Des partenariats stratégiques à plusieurs sources de revenus, Lloyds démontre une approche dynamique qui la positionne à l'avant-garde de l'écosystème bancaire du Royaume-Uni, s'adaptant continuellement à l'évolution des besoins des clients et des perturbations technologiques.

Lloyds Banking Group Plc (LYG) - Modèle commercial: partenariats clés

Alliances stratégiques avec les fournisseurs de technologies pour les solutions bancaires numériques

Lloyds Banking Group a établi des partenariats technologiques clés pour améliorer les capacités bancaires numériques:

Partenaire technologique	Focus de partenariat	Année de mise en œuvre
Microsoft Azure	Infrastructure cloud	2021
Temenos	Plateforme bancaire de base	2019
Ibm	Solutions d'IA et de cybersécurité	2022

Partenariats avec les sociétés d'assurance et d'investissement

Lloyds maintient des partenariats de services financiers stratégiques:

• Scottish Widows (filiale en propriété exclusive) - 182,1 milliards de fonds en gestion à partir de 2023
• Schroders - Collaboration de gestion des investissements
• Légal & Général - Partenariats de produits de pension et de retraite

Collaboration avec les startups fintech pour l'innovation

Partenaire fintech	Zone de collaboration	Montant d'investissement
Réflexion	Plate-forme bancaire native du cloud	22 millions de livres sterling d'investissement
Options de financement	Technologie de prêt PME	8,5 millions de livres sterling d'investissement

Partenariats du gouvernement et des organismes de réglementation

Collaborations réglementaires et gouvernementales clés:

• Banque d'Angleterre - Conformité réglementaire
• Financial Conduct Authority (FCA) - Supervision réglementaire
• HM Trésor - Alignement de la politique économique

Investissement total de partenariat en 2023: 253,6 millions de livres sterling

Lloyds Banking Group Plc (LYG) - Modèle d'entreprise: Activités clés

Services de vente au détail et commerciaux

En 2024, Lloyds Banking Group exploite 1 180 succursales à travers le Royaume-Uni. La banque dessert environ 26 millions de clients personnels et 1,5 million de clients commerciaux. Les revenus bancaires au détail en 2023 ont atteint 8,3 milliards de livres sterling.

Catégorie de service bancaire	Nombre de clients	Revenus annuels (milliards de livres sterling)
Banque personnelle	26 millions	5.6
Banque d'affaires	1,5 million	2.7

Développement de la plate-forme bancaire numérique

Lloyds a investi 1,2 milliard de livres sterling dans la transformation numérique en 2023. L'application bancaire mobile de la banque compte 14,5 millions d'utilisateurs actifs, avec 78% des interactions des clients survenant actuellement via des canaux numériques.

• Téléchargements d'applications bancaires mobiles: 5,2 millions en 2023
• Utilisateurs bancaires en ligne: 19,3 millions
• Volume de transaction numérique: 2,3 milliards de transactions par an

Gestion des risques et avis financier

La banque maintient une équipe de gestion des risques de 3 200 professionnels. Les dépenses totales de gestion des risques et de conformité étaient de 890 millions de livres sterling en 2023.

Catégorie de gestion des risques	Dépenses (£ millions)
Conformité	450
Cybersécurité	280
Prévention de la fraude	160

Service client et assistance

Lloyds exploite 15 centres de service à la clientèle avec 8 700 représentants du support client. Le temps moyen de réponse du client est de 2,7 minutes entre les canaux numériques.

Services de gestion de patrimoine et d'investissement

La division de gestion de patrimoine gère 163 milliards de livres sterling d'actifs clients. Les services d'investissement ont généré 1,1 milliard de livres sterling de revenus pour 2023.

• Total des actifs sous gestion: 163 milliards de livres sterling
• Nombre de clients de gestion de patrimoine: 450 000
• Valeur moyenne du portefeuille des clients: 362 000 £

Lloyds Banking Group Plc (LYG) - Modèle d'entreprise: Ressources clés

Réseau de succursale étendue

En 2024, le groupe bancaire Lloyds maintient 1 560 branches physiques à travers le Royaume-Uni. Le réseau de branche couvre:

Région	Nombre de branches
Angleterre	1,320
Écosse	140
Pays de Galles	80
Irlande du Nord	20

Infrastructure bancaire numérique

Statistiques de la plate-forme numérique:

• Utilisateurs des banques mobiles: 17,4 millions
• Utilisateurs bancaires en ligne: 20,1 millions
• Volume des transactions numériques: 2,3 milliards de transactions annuelles

Capital financier et réserves

Mesures financières auprès du quatrième trimestre 2023:

Métrique financière	Montant
Actif total	830,4 milliards de livres sterling
Ratio de capital de niveau 1	15.8%
Total des capitaux propres des actionnaires	48,2 milliards de livres sterling

Composition de la main-d'œuvre

Statistiques des employés:

• Total des employés: 65 282
• Employés à temps plein: 58 900
• Employés à temps partiel: 6 382
• Tenure moyenne des employés: 8,4 ans

Capacités technologiques

Détails de l'investissement technologique:

Catégorie d'investissement technologique	Dépenses annuelles
Infrastructure numérique	1,2 milliard de livres sterling
Cybersécurité	380 millions de livres sterling
IA et apprentissage automatique	220 millions de livres sterling

Lloyds Banking Group Plc (LYG) - Modèle d'entreprise: propositions de valeur

Services financiers complets pour les particuliers et les entreprises

Lloyds Banking Group propose un large éventail de services financiers avec le portefeuille de produits suivant:

Catégorie de service	Part de marché total	Revenus annuels
Banque personnelle	26.4%	7,2 milliards de livres sterling
Banque d'affaires	19.7%	4,8 milliards de livres sterling
Banque commerciale	22.3%	5,6 milliards de livres sterling

Solutions bancaires personnalisées

• Services de conseils financiers sur mesure
• Produits de prêt personnalisés
• Stratégies d'investissement personnalisées
• Planification de la retraite individuelle

Taux d'intérêt concurrentiels et produits financiers

Type de produit	Taux d'intérêt	Comparaison du marché
Comptes d'épargne	3.2%	+ 0,5% supérieur à la moyenne
Taux hypothécaires	4.7%	-0,3% inférieur à la moyenne du marché
Prêts commerciaux	5.9%	Taux de compétition

Commodité bancaire numérique et mobile

Statistiques de la banque numérique pour Lloyds:

• Utilisateurs des banques mobiles: 14,3 millions
• Transactions bancaires en ligne: 2,6 milliards par an
• Plateforme bancaire numérique Time de disponibilité: 99,97%

Marque bancaire de confiance et établie

Métrique de la marque	Valeur
Valeur de marque	8,2 milliards de livres sterling
Évaluation de satisfaction du client	4.2/5
Années de fonctionnement	Plus de 250 ans

Lloyds Banking Group Plc (LYG) - Modèle d'entreprise: relations avec les clients

Service client personnalisé

Lloyds Banking Group fournit un service client personnalisé via plusieurs canaux:

Canal de service	Nombre de points de contact	Interactions annuelles du client
Réseau de succursale	1 043 succursales	8,4 millions d'interactions en personne
Banque téléphonique	Centres de support client 24/7	45,2 millions d'interactions téléphoniques
Support numérique	Services de chat en direct	22,6 millions d'interactions numériques

Plates-formes de libre-service numériques

Métriques d'engagement numérique:

• Utilisateurs des banques mobiles: 17,3 millions
• Utilisateurs bancaires en ligne: 20,1 millions
• Volume des transactions numériques: 2,6 milliards de transactions annuelles

Gestion des relations pour les clients d'entreprise

Segment client	Nombre de clients	Revenus annuels
Grandes entreprises	4 200 clients	3,6 milliards de livres sterling
Clients PME	1,4 million d'entreprises	2,1 milliards de livres sterling

Programmes de fidélisation de la clientèle

Détails du programme de fidélité:

• Membres du programme de fidélité enregistrés: 8,9 millions
• Récompenses annuelles moyennes distribuées: 127 millions de livres sterling
• Taux de rétention de la clientèle: 87,3%

Stratégies de communication multicanal

Canal de communication	Engagement annuel	Préférence du client
Communications par e-mail	156 millions de courriels	42% de préférence du client
Notifications SMS	98 millions de messages	27% de préférence du client
Notifications d'applications mobiles	76 millions de notifications	31% de préférence du client

Lloyds Banking Group Plc (LYG) - Modèle d'entreprise: canaux

Succursales bancaires physiques

En 2024, Lloyds Banking Group exploite 1 160 succursales bancaires physiques à travers le Royaume-Uni.

Type de succursale	Nombre de branches
Banque Lloyds	760
Halifax	256
Banque d'Écosse	144

Site Web de banque en ligne

La plate-forme bancaire en ligne de Lloyds dessert 19,4 millions de clients numériques actifs en 2024.

• Trafficage du site Web: 42,6 millions de visites mensuelles
• Pénétration des banques numériques: 76% du total de la clientèle
• Volume de transaction en ligne: 3,2 milliards de transactions par an

Applications bancaires mobiles

Statistiques des applications bancaires mobiles pour 2024:

Métrique de l'application	Valeur
Téléchargements totaux d'applications mobiles	8,7 millions
Utilisateurs actifs mensuels	6,3 millions
Note de l'App Store	4.6/5

Services bancaires téléphoniques

Performance du canal bancaire téléphonique en 2024:

• Emplacements du centre d'appels: 12 centres à travers le Royaume-Uni
• Volume moyen d'appel quotidien: 85 000 appels
• Représentants du service à la clientèle: 4 200

Réseaux ATM

Lloyds Banking Group ATM Infrastructure en 2024:

Type de guichet automatique	Nombre de machines
GAM possédés	3,200
ATM du réseau partenaire	11,500
Accès ATM total	14,700

Lloyds Banking Group Plc (LYG) - Modèle d'entreprise: segments de clientèle

Clients bancaires au détail

Lloyds Banking Group dessert environ 26 millions de clients bancaires au détail au Royaume-Uni en 2023.

Segment de clientèle	Nombre de clients	Part de marché
Comptes courants personnels	17,4 millions	20.3%
Comptes d'épargne personnels	19,2 millions	22.1%

Petites et moyennes entreprises

Lloyds prend en charge environ 1,3 million de petites et moyennes entreprises (PME) à travers le Royaume-Uni.

• Prêt total des PME: 43,5 milliards de livres sterling
• Taille moyenne du prêt PME: 332 000 £
• PME Business Comptes courants: 670 000

Clients d'entreprise et institutionnels

Lloyds dessert plus de 5 000 clients d'entreprise et institutionnels avec un actif total de la banque d'entreprise de 261 milliards de livres sterling.

Catégorie client	Total des actifs sous gestion	Valeur moyenne du client
Grandes entreprises	187 milliards de livres sterling	37,4 millions de livres sterling
Clients institutionnels	74 milliards de livres sterling	14,8 millions de livres sterling

Individus à haute nette

Lloyds gère la richesse pour environ 190 000 individus à forte valeur élevée.

• Valeur moyenne du portefeuille: 2,3 millions de livres sterling
• La richesse totale sous gestion: 438 milliards de livres sterling
• Clients bancaires privés: 45 000

Consommations bancaires au numérique

Lloyds compte 14,5 millions d'utilisateurs bancaires numériques actifs en 2023.

Canal numérique	Nombre d'utilisateurs	Pourcentage du total des clients
Application bancaire mobile	12,6 millions	48%
Banque en ligne	14,5 millions	56%

Lloyds Banking Group Plc (LYG) - Modèle d'entreprise: Structure des coûts

Maintenance du réseau de succursales

Lloyds Banking Group a déclaré des coûts de maintenance des succursales totales de 487 millions de livres sterling en 2023. La banque exploite 1 045 succursales à travers le Royaume-Uni en décembre 2023.

Catégorie de coûts	Dépenses annuelles (millions de livres sterling)
Entretien physique des succursales	487
Location de propriétés	213
Succursales utilitaires	76

Technologie et infrastructure numérique

L'investissement technologique pour 2023 a totalisé 1,9 milliard de livres sterling, avec les principaux domaines d'intervention, notamment:

• Développement de la plate-forme bancaire numérique
• Infrastructure de cybersécurité
• Systèmes de cloud computing
• IA et technologies d'apprentissage automatique

Zone d'investissement technologique	Dépenses (millions de livres sterling)
Développement de plate-forme numérique	680
Cybersécurité	312
Infrastructure cloud	246

Salaires et avantages sociaux des employés

La rémunération totale des employés pour 2023 était de 4,2 milliards de livres sterling, couvrant 64 281 employés.

Composant de compensation	Montant (million de livres sterling)
Salaires de base	3,150
Bonus de performance	612
Contributions à la pension	438

Coûts de conformité réglementaire

Les dépenses de conformité réglementaire pour 2023 s'élevaient à 742 millions de livres sterling.

• Rapports de la Financial Conduct Authority (FCA)
• Systèmes anti-blanchiment d'argent
• Infrastructure de gestion des risques

Frais de marketing et d'acquisition des clients

Les dépenses de marketing pour 2023 étaient de 215 millions de livres sterling, ciblant l'acquisition de clients et le positionnement de la marque.

Canal de marketing	Dépenses (millions de livres sterling)
Publicité numérique	87
Médias traditionnels	62
Parrainage et événements	66

Lloyds Banking Group Plc (LYG) - Modèle d'entreprise: Strots de revenus

Revenu des intérêts des prêts et hypothèques

Pour l'année 2023, Lloyds Banking Group a déclaré un revenu net d'intérêts de 10,7 milliards de livres sterling. Le portefeuille de prêts hypothécaires s'élevait à 326,4 milliards de livres sterling en décembre 2023.

Catégorie de prêt	Volume total (milliards de livres sterling)	Taux d'intérêt moyen
Hypothèques résidentielles	326.4	5.2%
Prêts commerciaux	187.6	6.1%
Prêts personnels	42.3	8.5%

Frais et commissions bancaires

Les frais totaux et les revenus de commission pour 2023 ont atteint 3,8 milliards de livres sterling.

• Frais de gestion du compte: 1,2 milliard de livres sterling
• Frais de services de paiement: 890 millions de livres sterling
• Frais de transaction de carte de crédit: 650 millions de livres sterling
• Frais de transaction internationale: 480 millions de livres sterling

Services d'investissement et de gestion de la patrimoine

Les revenus de gestion de la patrimoine ont totalisé 1,5 milliard de livres sterling en 2023, les actifs sous gestion atteignant 538 milliards de livres sterling.

Catégorie de service	Revenus (millions de livres sterling)	Actifs sous gestion (milliards de livres sterling)
Gestion de la richesse	1,500	538
Avis d'investissement	650	214

Ventes de produits d'assurance

Le segment de l'assurance a généré 2,3 milliards de livres sterling de revenus pour 2023.

• Primes d'assurance-vie: 1,4 milliard de livres sterling
• Assurance générale: 890 millions de livres sterling

Frais de transaction bancaire numérique

Les transactions bancaires numériques ont généré 620 millions de livres sterling de frais en 2023.

Service numérique	Volume de transaction	Revenus de frais (millions de livres sterling)
Banque mobile	412 millions	320
Transferts en ligne	276 millions	210
Services de paiement numérique	189 millions	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.