EP 113 - DEMYSTIFYING LLOYDS NEW BRAND AND MOBILE APP WITH GEMMA DALEY AND SURESH BALAJI
In this episode, we dive deep into the world of customer-centric design with two influential leaders from Lloyds Banking Group. Joining Dave and Dharm are Gemma Daley, Consumer Experience Design Director, and Suresh Balaji, Chief Marketing Officer. Together, they explore Lloyds’ journey towards becoming an experience-led brand, sharing insights on the recent overhaul of their mobile app and brand expression. In this conversation, they reveal the strategic shift towards a platform structure, designed to drive efficiency, speed up projects, and cultivate a culture of innovation and customer focus. Gemma and Suresh emphasise how digital thinking was embedded from the very start of the app’s redesign and how customer insights played a pivotal role in shaping the final experience. You'll also hear about the power of collaboration—both within the organisation and with external partners—and how technology is being leveraged to enhance experiences not only for customers but for employees as well. Finally, they look ahead to what’s next for Lloyds, from new technologies to personalised digital experiences, setting the stage for an exciting future.