Lloyds Banking Group is one of the UK's biggest financial services companies, with an estimated one in two British citizens acting as customers.

In this episode Tom speaks to Peter Brown, engineering lead at Lloyds, about how the bank has applied AI at massive scale across retail banking, complaints and internal operations.

Peter explains how AI tools support colleagues and how they were built with not just an outcome, but the bank's core purpose in mind. He also gives a clear account of agent-based systems, how Lloyds defines and governs them, and why language matters when talking about AI with senior stakeholders.

We also cover the skills shift AI demands from leaders and teams, and Peter's own reflections on leadership, inclusion and the value of clarity and trust at scale

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