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Responsible Artificial Intelligence: Building Trust and Value at Lloyds Banking Group

 

“This article explores the core responsible AI principles at Lloyds Banking Group, expands on their real-world implications, and examines the tangible steps we take to uphold them.” 

Rohit Dhawan
Director and Group Head of AI & Advanced Analytics
Published on: 15 August 2025
5 min read

Over the past year, we’ve made significant progress in embedding AI across our organisation, not just as a tool, but as a strategic enabler that is reshaping how we operate, serve customers and prepare for the future.

From legacy to leadership: our AI journey so far

While AI has been part of our toolkit for over two decades, primarily through traditional machine learning, 2024 marked a pivotal shift. We transitioned to a Group-wide strategy focused on what we call “the new AI”: generative and agentic AI. These technologies are not just incremental improvements; they are transformative forces that allow us to reimagine our business from the ground up.

To support this shift, we established a dedicated AI Centre of Excellence and introduced a new AI operating model. This model treats AI as a horizontal capability that spans all business units and functions. It’s a deliberate move to ensure AI is not siloed but embedded into the fabric of our organisation.
 

 

Reimagining banking with AI

Rohit Dhawan believes that AI will revolutionise the financial services industry over the coming decade. And the transformation will be broad – impacting everything from customer experience to administrative operations.

Read Rohit's article

Collaboration and innovation: working with fintechs and academia

We know we can’t do this alone. That’s why we’re actively collaborating with fintechs and universities to stay at the forefront of AI innovation:

Aveni - an Edinburgh-based AI fintech developing large language models tailored for financial services. We’ve invested in Aveni and are exploring how their FinLLM model can support our customer-facing use cases.

Unlikely AI - a startup focused on improving model accuracy and reducing hallucinations, critical for safe and reliable AI deployment.

Academic Partnerships - we’re working with leading institutions like Cambridge, Imperial, Bristol and Edinburgh to co-develop training programmes and explore new research opportunities.

These partnerships not only accelerate innovation but also help us build a robust ecosystem around AI.

 

Artificial Intelligence at Lloyds Banking Group

We’re reimagining how we operate by harnessing the full potential of AI–embedding it across our business to drive smarter decisions, faster outcomes, and better experiences.

Visit the AI hub

Over the past year, we’ve made significant progress in embedding AI across our organisation, not just as a tool, but as a strategic enabler that is reshaping how we operate, serve customers and prepare for the future.

From legacy to leadership: our AI journey so far

While AI has been part of our toolkit for over two decades, primarily through traditional machine learning, 2024 marked a pivotal shift. We transitioned to a Group-wide strategy focused on what we call “the new AI”: generative and agentic AI. These technologies are not just incremental improvements; they are transformative forces that allow us to reimagine our business from the ground up.

To support this shift, we established a dedicated AI Centre of Excellence and introduced a new AI operating model. This model treats AI as a horizontal capability that spans all business units and functions. It’s a deliberate move to ensure AI is not siloed but embedded into the fabric of our organisation.
 

Digital technology Group news AI

Rohit Dhawan
About the author Rohit Dhawan

Group Head of Artificial Intelligence

Dr. Rohit Dhawan is the Group Executive Director of Artificial Intelligence at Lloyds Banking Group in the UK, where he leads a multidisciplinary team of AI specialists, data engineers, data scientists, and AI ethicists.

A prominent figure in data and AI strategy, Dr. Dhawan is a seasoned C-suite operator and a published author. Previously, Dr. Dhawan served as the Regional Head of Data & AI Strategy for Amazon Web Services in the Asia Pacific region, covering South-East Asia, Australia, and Japan. Dr. Dhawan retains a PhD in AI and a Master’s degree in IT from the University of Sydney.

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