Demystify Podcast: Demystifying Lloyds’ new branding and mobile app with Gemma Daley and Suresh Balaji
In this episode of the Demystify Podcast, hosts Dave and Dharm dive deep into the world of customer-centric design with two influential leaders from Lloyds Banking Group – Chief Marketing Officer Suresh Balaji and Consumer Experience Design Director Gemma Daley.
Suresh and Gemma explore Lloyds’ journey towards becoming an experience-led brand, sharing insights on the recent overhaul of the bank’s mobile app and brand expression.
During the conversation, they demystify 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 also 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 customer and employee experiences.
Finally, Suresh and Gemma look ahead to what’s next for Lloyds, from new technologies to personalised digital experiences, setting the stage for an exciting future.
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Take a look at the full catalogue of episodes on the Dave & Dharm Demystify Podcast homepage.
