Mark Devlin

Managing Director, Client Services, Business & Commercial Banking Lloyds Banking Group

Mark has beena senior leader in Financial services for over 30 years. In his career he has lead businesses in a number of different sectors; Retail Banking, Mortgages, and was MD of one of the UK’s largest Residential Surveying and Valuation businesses. Currently holding the position as MD of Client Services for the Business and Commercial Bank of Lloyds, Mark is responsible for Onboarding and KYC. Has spent the last 10 years transforming the onboarding and KYC journeys for Lloyds, recently participating in the CFIT coalition on creating a Digital Company ID to make it easier and safer for customers to access Financial services products. Oustide of Lloyds,Mark holds a NED position on the UK & Ireland World Regional Board of RICS.

Day Two

11:40 AM EXPERT PRESENTATION - Giving Customers a Helpful Nudge: A New Digitalisation Journey to Self-Serve with an Accessible Human Touch

Operating in a highly regulated environment, BFSI organisations must not only meet compliance requirements but also demonstrate due diligence and a deep understanding of their evolving customer bases. The question is - how can you stay attuned to changing customer circumstances, gather the necessary information to remain compliant and strengthen relationships at the same time?

Discover how Lloyds is developing a new digital journey designed to achieve exactly that - combining compliance-friendly innovation with stronger customer connection and greater operational efficiency. Learn to embed self-serve experiences into customer journeys to simplify processes and drive better outcomes for customers & KYC. Gain insight on:

Designing and timing customer nudges to capture the information needed for compliance (e.g. AML & KYC) while enhancing engagement and encouraging selfserve
Scaling self-serve capabilities across the organisation and practical steps for implementing new digital journeys effectively
Building digitally enabled journeys that maintain accessibility by preserving all channels of customer choice.

Check out the incredible speaker line-up to see who will be joining Mark.

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