“We have delivered another year of strong financial performance with improved profits and returns… and have now built the largest and top rated digital bank in the U.K.,” Horta-Osorio said in the statement.
The bank’s planned £3 billion in strategic investment will be spent largely on digital technology and staff, although the bank said it remained committed to its branch network, which has seen scores of closures since the financial crisis.
The strategy responds to new regulation forcing big banks to open up their customers’ data to rival lenders and financial technology firms, enabling them to compete more effectively for customers.
The bank said it will revamp its app and digitize 70 percent of its processes by 2020, enabling it to lower its cost income ratio to the low 40s from 46.8 percent in 2017.
It also plans to ramp up its financial planning and retirement business, increasing open book assets by £50 billion by 2020 and expanding its corporate pension customer base by 1 million.
