In this episode, Dave and Dharmesh are joined by Thea Loch, Head of Digital Payments at Lloyds Banking Group, for an insightful discussion on the evolving landscape of digital payments and innovation within one of the UK’s largest banks. Thea offers a deep dive into Lloyds’ efforts to modernise its infrastructure, streamline legacy systems, and enhance customer experience while maintaining resilience at scale.

She sheds light on the bank’s shift from transactional to contextual services, driven by advancements in AI and a platform-based operating model that integrates design, technology, and business teams. Thea also highlights the importance of strong leadership, particularly under CEO Charlie Nunn, in steering Lloyds towards a future of responsible AI experimentation, agile development, and customer-centric innovation.

With examples like the rollout of ‘Request to Pay’ and improvements in faster payments, Thea outlines Lloyds' ambitions to stay competitive amid fintech disruption. The conversation explores everything from the challenges of system integration to the cultural shifts needed for digital and AI transformation, underscoring the bank’s goal to become the UK’s biggest fintech - Without losing the human touch!