How Lloyds Banking Group is redefining colleague experience through agile transformation and GenAI.
In this edition of the ServiceNow UK & I Executive Circle Podcast, host Kat Finch talks with Claire Sherwin, Colleague Success Director at Lloyds Banking Group, as they discuss how one of the largest financial institutions in the UK is changing its people strategy, leveraging technology and agility, while maintaining a human-first approach.
Since Claire’s arrival in early 2024, she has detailed her digital transformation journey and shift to agile ways of working to enhance colleague experiences. Claire shares how the bank is measured in its decisions regarding the use cases it is developing and deploying to leverage AI; it looks at automation versus human decision-making and how it combines the two distinctly. The bank's approach to personalised development opportunities, leveraging Microsoft Viva Learning, is designed to do just that.
Claire also discusses the typical resistance to AI and automation. She emphasises the need to build trust through familiar, easy-to-use interfaces and clear communication. She supports a step-by-step approach that includes feedback from colleagues in shaping the technology that serves them.
If you are an HR professional, involved in digital transformation, or in a leadership role, this episode has a number of vital nuggets that reflect the importance of connecting people, platforms, and purpose at scale.
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