Head of Intelligent Automation, Lloyds Banking Group

Huw Jones is the Business Platform Lead for Intelligent Automation at Lloyds Banking Group. He oversees the development of AI-driven products such as conversation analytics, intelligent document processing, voice analytics, virtual agents, and robotic process automation. Huw’s work focuses on utilising generative AI to enhance customer experiences through conversational banking and intelligent process fulfilment.

With extensive experience in digital transformation and product management, Huw has led significant initiatives at Lloyds, including the creation of the Natural Language Engineering team and the implementation of AI-powered document processing services. His background spans roles in both corporate and military sectors, highlighting his expertise in managing complex change initiatives.

At Forrester’s CX EMEA Conference, Huw will discuss strategies for optimising tech ecosystems with AI, emphasising the integration of technology and human capabilities to improve customer and business interactions.