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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.

Lloyds Banking Group recognised as “Outstanding” in Euromoney’s Global Digital Banking Report

Lloyds Banking Group named “Outstanding” in Euromoney’s 2025 MarketMap of the world’s best digital banks, highlighting its leadership in digital and AI-driven banking.

 

Read the press release

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

Our AI Ethics Principles

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. 
 
  1. Trust and integrity in AI: We are committed to building AI systems that our customers can trust and that adhere to our core value
  2. People-first AI development: Our AI initiatives are aimed at improving financial well-being (Helping Britain Prosper), addressing genuine customer needs, and making banking simpler and more accessible to everyone.
  3. Inclusive AI practices: Our commitment to inclusivity means that every customer receives equitable treatment, with AI systems designed to be impartial and respectful.
  4. Data-centric, ethical innovation: We prioritise AI solutions that offer appropriate explainability and transparency, so our customers understand how decisions about them have been made.
  5. Invest in expertise: Continuous learning and upskilling in AI technologies, risks and mitigations empower our teams to innovate responsibly and effectively. 
  6. Accountability and adaptive governance: We are proactive in adapting our governance practices as technology evolves, ensuring that we meet the highest standards of safety, ethics, and regulatory compliance.
  7. Optimise for sustainability: We aim to design AI to support long-term environmental and social sustainability goals, through prioritising existing solutions and promoting reusability.


 

We've 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;
  • Active tracking, auditing and policy uplift initiatives

We offer colleagues a rich suite of Responsible AI learning including:

  • Applying AI Principles with Google Cloud, part of the GenAI practitioner curriculum to align technical development with governance standards; 
  • Gen AI Assurance Programme, including modules on risk identification, mitigation strategies and compliance; 
  • Understanding Bias in Data Bootcamp, a two-part series offering practical strategies aimed at both technical and non-technical audiences; and
  • Our Responsible Gen AI Toolkit, which includes videos and resources on how to ensure ethical use of GenAI.

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

Unlocking value through digital and AI leadership

Event | 6 November 2025 

At this event on 6 November, Ron van Kemenade, Group Chief Operating Officer, and Charlie Nunn, Group Chief Executive, highlighted how investment in AI is critical to driving improved operating leverage, underpinning our growth priorities, and reinforcing our position as a cost leader.

Event presentation PDF, 4.5MB (opens in new tab)

Launching the UK’s first agentic AI financial assistant

Helen Bierton and Rohit Dhawan | 6 November 2025 

With over 21 million mobile app customers, we recognise that the way people interact with their money has changed.

Read their article

2025 Consumer Digital Index: the generative AI edition

Lloyds Banking Group | 3 November 2025

The Consumer Digital Index is the UK’s largest study of digital and financial capability. Now in its 10th year, we explore how people are responding and adapting to one of the most transformative technologies in the digital space – artificial intelligence.

Read the report

Dialogue with data: translating natural language into queries using AI

Matthew Mason, Azahar Machwe & Ansel Liu  | 08 October 2025

Discover how Lloyds Banking Group is transforming data interaction through Text-to-SQL and Generative AI. Learn about the technical milestones, evaluation frameworks, and semantic innovations driving conversational analytics and data democratisation across the organisation.

Read their article

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

Rohit Dhawan | 29 August 2025

Lloyds Banking Group’s responsible AI framework ensures rigorous testing, human oversight, and scenario planning to prevent harm, with real-world safeguards like escalation protocols for virtual assistants and fraud detection systems.

Read Rohit's article

Accelerating GenAI innovation safely

Chandrima Ganguly | 15 August 2025

Our Responsible AI team builds GenAI guardrails to ensure safe, values-led innovation through risk scoring and real-time monitoring.

Read Chandrima's article

PEGASUS: evaluation driven development for GenAI

Eric Ren | 14 Aug 2025

Generative AI & Agentic AI success hinges on having the right model for the job, context engineering that feeds foundation models the right materials to reason, and evaluation to understand how well a model performs on specific task.

Read Eric's article

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

800+
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

93%
active usage of Co-pilot

4m
LLM-enabled searches in our app every month

5 minutes
to process commercial real estate lending decisions using agentic AI

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 on responsible AI

 

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 on partnerships

 

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

Page last updated: November 2025

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