Overview and key figures
Lloyds Banking Group is the UK’s largest retail bank. It builds on more than 300 years of history and expertise and today serves 26 million customers through the commitment of 32,000 employees.
In a constantly evolving environment, the bank has set clear strategic priorities: driving revenue growth while diversifying its activities, optimizing the use of its resources, and strengthening overall performance.
To achieve this, it places technology, talent, and data at the heart of its transformation and development strategy.
300+ business workflows
Supported by Pega
40–50 million cases
Handled per year
50% reduction
Number of clicks
95% resolution
Automated dispute
Lloyds Banking Group relies on Pega to orchestrate its business journeys at scale and accelerate its cloud transformation.
Key features:
Enterprise workflow & case orchestration at scale : a common orchestration layer for end‑to‑end customer and colleague journeys across retail, insurance, commercial and enterprise domains.
LBG has migrated a significant part of its Pega estate to Pega Cloud®, creating an “evergreen” platform that speeds upgrades, cuts TCO, and accelerates change.
Key results:
✅ Cutting development and launch down from nine months to just under two had a dramatic impact on their digital transformation journey.
✅ Standardized workflows and centralized rules reduce manual handoffs and error‑prone processes in sensitive areas like fraud and disputes.
✅ Pega’s orchestration layer reduces friction (fewer transfers, fewer clicks for agents), leading to shorter calls and more first‑time resolution.