How will this knowledge better help us succeed with customers?
“AI has great potential for good outcomes when we put our customers at the heart of those AI systems. Strengthening our knowledge and expertise around AI and Data Ethics enables my team and I to raise the bar, fostering innovation while prioritising safety, transparency and trust. This, in turn, builds confidence across all our stakeholder groups.
The affirmation that inherent biases can be mitigated through cross collaboration and open conversation is a key driver to why our AI and Data Ethics panel is open to all colleagues regardless of experience and position.
Building a community of AI and Data Ethics advocates allows us to share knowledge, meaning we can bring everyone along with us on the bank’s responsible AI journey. Knowing the importance of diverse perspectives leads to better AI systems being built and positions us well to succeed with customers.”
- Sau Kwan Chan
“Real-world AI and data ethics training is proving to be a powerful enabler of customer-centric transformation across NatWest Group. Within the Risk function, where our core accountabilities include the Risk Framework, Credit Decisioning, and Oversight of business activity, this knowledge is helping us embed ethical intelligence into the very systems that shape customer outcomes.
Through structured learning and practical application – such as the AI and Data Ethics Assessment process – I’m helping to ensure that AI tools deployed in Risk are not only technically sound but also ethically aligned. This includes initiatives like NatWest Group’s Enterprise-Wide Risk Management Framework (EWRMF) chatbot and committee navigator tools, which are designed to improve transparency and decision-making while maintaining rigorous oversight. This learning is also shaping how we evolve the EWRMF to assess and monitor AI risk, ensuring that customer-facing tools are subject to appropriate controls and human review.”
- Lee Gatenby
“The knowledge gained from the AI and Data Ethics Programme will help us succeed with customers by ensuring that our AI-driven solutions are fair, transparent, and accountable.
By understanding the ethical challenges and governance frameworks associated with AI and data practices, we can develop solutions that prioritise customer trust and satisfaction. For example, by aiming to mitigate algorithmic bias and embed fairness in our AI models we can provide more accurate and equitable services, so that they are being used for our customers' benefit and to drive positive outcomes without unintended negative consequences.
Additionally, the programme's emphasis on effective communication and collaboration between technical and non-technical teams enables us to better understand and address customer concerns.
This holistic approach to ethical AI practices not only enhances the quality of our services but also strengthens our reputation as a responsible and trustworthy financial institution, particularly within a highly regulated industry. It also provides us an ethical framework that is tool-agnostic, and can be applied to new technologies as and when they are available, meaning that the knowledge gained isn’t suddenly redundant when the next technological innovation is developed, and that we can keep pace with the rate of innovation within the industry.
Ultimately, the knowledge gained from the programme empowers us to create AI solutions that align with our customers' values and expectations, driving increased trust, long-term success and customer loyalty.”
- Rohan Krishnakumar
