Suzanne Ellison
Product Director @Lloyds Banking Group
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WORK HISTORY
Product Director @Lloyds Banking Group
Enterprise product leadership across AI, digital and customer transformation. Accountable for a £30m annual investment and multi-disciplinary teams of 300 colleagues.• AI at scale: Delivered Athena (knowledge platform) to colleagues, underpinning more than 50 million interactions annually, and Merlin (complaints AI), winner of UK IT Industry Awards: AI Project of the Year. These solutions have driven eight-figure cost efficiencies and improved customer outcomes across the Group.• Agentic AI pioneer: Conceived and pitched Agentic AI business cases to the C-Suite and secured sponsorship. Now leading delivery of enterprise Agentic operations use case to reimagine consumer ops.• Channel innovation: Designed and launched secure mobile messaging for 20m+ users, reducing assisted demand by 25 per cent and improving customer experience.• Core modernisation: Migrated 18 legacy applications to cloud-based services, cutting training time by 70 per cent and achieving 100 per cent accessibility for colleagues.• Governance and trust: Co-developed Group AI controls including explainability, observability and human oversight, and set deployment patterns for colleague-facing solutions.• Industry influence: Regular keynote speaker on applied AI and operating models at events including AI Summit, DTX Manchester and NICE Interactions (audiences Athena cited twice in Group financial results and personally quoted in Computer Weekly on scaling AI responsibly.
EDUCATION
The University of Salford
Bachelor's degree
ABOUT SUZANNE ELLISON
I am an Enterprise Product Director specialising in delivering AI at scale with measurable business impact.I have delivered £100m+ in efficiencies and £85m+ in growth through large-scale transformation in complex, regulated environments. I currently lead AI solutions used by colleagues and supporting 50m+ customer interactions annually, including £20m+ in value from AI initiatives.My focus is on building production-grade AI that delivers real outcomes. I am leading agentic operations as a GEC-sponsored strategic priority, defining the future operating model and delivering the foundational platform and initial agents.My approach is grounded in understanding customer and business context, then applying the right technology to raise the bar on customer experience while delivering meaningful commercial outcomes.Key areas of delivery include:• GenAI knowledge and complaints platforms at enterprise scale • Agentic AI to reimagine customer operations • Omni-channel and secure messaging transformation for 20m+ users • Core modernisation and large-scale platform migrations I work across product, engineering and business teams to take ideas from concept to scaled adoption, including embedding Responsible AI in highly regulated environments.Industry recognition includes:• Winner – UK IT Industry Awards (AI Project of the Year) • Finalist – DataIQ Data Leader of the Year, Women in Tech Excellence Awards • Speaker – AI Summit, NICE Interactions, TechEx Europe, DTX Manchester My focus is simple: move organisations beyond AI experimentation and into real, scaled delivery.
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