Lloyds appoints Chief Data and AI Officer to scale customer service tools
Lloyds Banking Group has hired Sameer Gupta as Chief Data and AI Officer, tasking him with embedding AI across the bank's operations to improve customer service and drive revenue growth. Gupta, who joins from DBS Bank in Singapore, will start in June 2025 and report to Group Chief Operating Officer Ron van Kemenade.
Gupta brings 30 years of experience in technology and AI transformation across financial services. At DBS, he served as Chief Analytics Officer, where he operationalised AI systems to enhance decision-making and customer outcomes.
What the role covers
Gupta's remit spans scaling AI adoption across business units, strengthening fraud prevention and equipping staff with tools to serve customers better. The bank emphasises governance, ensuring AI deployment remains transparent, secure and aligned with regulatory standards.
"Used well, AI can help customers get the right support more quickly, protect them from fraud and make managing money simpler," Gupta said.
AI as a commercial tool
Lloyds is positioning AI as a core driver of business growth, not just operational efficiency. The bank recently launched an AI-powered financial assistant that offers personalised, always-on support to customers managing their finances.
For Lloyds, the appointment signals a strategic bet on data and AI as fundamental to long-term competitive positioning. Established banks increasingly rely on AI capabilities to compete with digital-native challengers while maintaining the trust that underpins retail and commercial banking.
Van Kemenade said Gupta's leadership will "ensure AI enhances customer experiences while maintaining the trust that is fundamental to banking."
Gupta's track record in embedding advanced analytics into core banking functions arrives as Lloyds accelerates rollout of AI tools designed to capture new revenue streams and protect existing market share.
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