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Artificial Intelligence at Lloyds Banking Group

How we're investing in AI to transform customer and colleague experiences.

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.

Through our dedicated AI Centre of Excellence and robust Responsible AI principles, we’re ensuring innovation is both scalable and ethical.

Investing in AI to transform customer and colleague experience

We’re using AI to drive smarter, faster, and more personalised banking—enhancing customer experiences, streamlining operations, and unlocking new value across the business. With a strong ethical foundation and partnerships with leading UK universities and fintechs, the Group is embedding AI responsibly and at scale.

 

People

We’re upskilling colleagues through AI for Leaders training, Data and AI Summer School and AI Academies, and embedding Responsible AI training into model governance standards.

Process

Across the business, we’re embedding governance, risk, and model lifecycle processes to ensure AI is delivered safely, at scale, and with lasting impact.

Technology

We’re building a central AI platform that provides the infrastructure, tools, and reusable patterns to support Machine Learning, Generative AI, and Agentic AI.

Our AI journey

 

AI isn’t new to Lloyds Banking Group. We first started data science modelling over 30 years ago, and our expertise and use cases have continued to grow ever since.

 

2020 Set Group ambition to work with customers, government and the market reach net zero by 2050 or sooner. Launched target to halve carbon footprint of our investments by 2050 or sooner Over £50m donated to chariable foundations to support communities through the COVID 19 pandemic Launched our Race Action Plan to address specific challenges faced by our Black colleagues and communities 2022 Halted direct financing to new oil and gas developments Launched ambition to achieve net zero operations by 2030 2023 Exited UK coal power Launched call for 1 million more UK homes at social rent Launched ambition to reduce our supply chain emissions by 50% by 2030, on the path to net zero by 2030 or sooner 2024 First major UK bank to invest in Community Development Finance Institutions 2025 Our charitable Foundations celebrate 40 years, with £800m donated in that time

Responsible AI

 

Our Responsible AI programme has transformed AI governance at Lloyds Banking Group into an enabler of responsible innovation.

We have seven AI Ethics principles which we have operationalised through: a dedicated AI Assurance Framework; a clear AI journey for practitioners; a specialised decision-making body called the Data & AI Ethics Committee (DAIEC) focused on ethical governance of AI systems; tools like our Risk Mitigation Template; and a central repository of AI risks guardrails. 

We have also made substantial changes to the bank’s risk frameworks to account for AI, including: a dedicated AI Assurance Framework with embedded risk governance; integration of AI risks into existing control and oversight structures; strategic alignment with external standards and regulations; and active tracking, auditing and policy uplift initiatives.

Inspiring stories from our AI team

A life-long career in tech and data

Dan has had a lifelong career in AI and app development. He is currently a Lead Software Engineer in our Devices Lab working on the Lloyds Bank app.

Read Dan's story Link opens in same tab

A dynamic career in data

Caroline works in the world of data, and is passionate about bringing our services, and shared skills, into the future.

Read Caroline's story

 

Find out more and see latest roles

Meet our AI leaders

 

Our AI leaders are helping to shape the organisation’s strategy and innovation through their work on fintech insights and data-driven transformation.

Rohit Dhawan

Group Head of Artificial Intelligence

Rohit's background
Ranil Boteju

Ranil Boteju

Group Chief Data and Analytics Officer, Lloyds Banking Group

Ranil's background

Latest AI insights from our experts

Reimagining the future: how AI is transforming Lloyds Banking Group

Rohit Dhawan | 24 July 2025

Artificial Intelligence (AI) is no longer a futuristic concept; it’s a present-day catalyst for transformation. At Lloyds Banking Group, we’ve embraced this reality with purpose and ambition.

Read Rohit's article

The transformative power of AI in fintech

Kirsty Rutter & Ranil Boteju | 07 July 2025

With its ability to process vast datasets, identify patterns and make real-time decisions, AI is enabling fintechs to deliver smarter, faster, and more personalised services than ever before.

Read their article

Future-proofing the workforce: why evolving skills matter more than ever

Ben Auty | 25 June 2025

We explore why evolving skills, AI literacy, and lifelong learning are essential to thrive in the future of work.

Read Ben's article

What is AI literacy and why does it matter?

Josh Cunningham | 09 April 2025

Right now, the digital landscape is changing at an unprecedented rate. 

Read Josh's article

Reimagining banking with AI

Rohit Dhawan | 14 March 2025

Artificial Intelligence (AI) will revolutionise the financial services industry over the coming decade. 

Read Rohit's article

What’s next for fintech in 2025?

Kirsty Rutter | 24 January 2025

Kirsty Rutter, the Group's Fintech Investment Director, highlights the fintech trends to watch in 2025.

Read Kirsty's article

Leading the AI revolution at Lloyds Banking Group

Rohit Dhawan | 27 November 2025

In the rapidly evolving landscape of financial services, my role of Head of AI at Lloyds Banking Group is both challenging, and exhilarating

Read Rohit's article

How intelligent automation is helping our customers and colleagues

Mark Joynson | 26 November 2021

In recent years, intelligent automation has transformed the financial services industry for the better.

Read Mark's article

More AI articles

We're all in for AI

AI is transforming banking and at Lloyds Banking Group we’re using AI to reimagine every area of our business.

AI data and resources

One minute
to examine over 1,000 audits with our GenAI enabled chatbot

11,000
lines of legacy code converted to modern languages with Github CoPilot.

1,105
AI models in production across the Group

29
new GenAI use cases in production in H1 2025

30,000
customer facing colleagues use our Athena knowledge management tool

4,000
working days saved with our HR solution Prosper

£166.9m
of value (and counting) driven by AI models

4m
LLM-enabled searches in our app every month 

85%
reduction in time to write credit risk reports using GenAI

Frequently asked questions about AI

What is Responsible AI (RAI)?

Responsible AI at Lloyds Banking Group ensures that AI systems are developed and deployed ethically, transparently and in alignment with our values and our AI Ethics principles.
 

Read more

 

Does Lloyds Banking Group partner with any universities on AI research? 

Yes, Lloyds Banking Group partners with leading UK universities like Edinburgh University and Bristol University to develop cutting-edge AI research and use cases. 
 

Read more

 

Does Lloyds Banking Group invest in any AI fintechs?  

Yes, Lloyds Banking Group invests heavily in fintechs including AI fintechs. One of our investments Aveni recently released FinLLM, the first large language model for UK financial services. 

More AI and tech content

Our tech and transformation journey

We’re using the power of tech and data to offer our customers hyper-personalised services and seamless experiences on their device and channel of choice. And we’re investing over £4bn in our people, processes, technology and data. It’s the largest digital transformation in our sector, and we’re doing it differently – taking an iterative approach to help us move even faster.

Tech and transformation Opens in new tab

No Ordinary Tech Podcast

A podcast for people who want to know what’s next for tech. No Ordinary Tech brings together industry leaders to discuss trends, swap stories and go beyond industry boundaries to uncover which tech will transform business next.

 

Listen now on Spotify