Kenton Smith
Complaint Handling Strategy Manager - Strategy & Innvovation @Lloyds Banking Group
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WORK HISTORY
Complaint Handling Strategy Manager - Strategy & Innvovation @Lloyds Banking Group
SKILLS
ABOUT KENTON SMITH
Over 30 years’ experience in Financial Services, spanning Wealth Management, Private Banking, Community Banking, Personal Banking, Customer Financial Assistance, and Business Banking. Now focused on transforming customer and colleague experiences through AI innovation and advanced analytics.Award-winning contributor to Merlin, an AI-powered solution that reimagines the complaints journey. My role combines AI implementation, prompt engineering, and data-driven insights to deliver smarter, faster, and more customer-centric processes.I act as a bridge between Data Science and the Business—helping Data Scientists understand business challenges and helping Business Leaders see how Data Science can unlock opportunities. Currently working on context-based complaint batching to improve efficiency and support colleague development.Passionate about Responsible AI, automation, and agile delivery to create meaningful change for customers and colleagues alike.
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