AI Governance – Fortune 500 Bank (Enterprise AI Program)
Client type
Fortune 500 US bank, enterprise AI program for personalized customer communications.
Problem
The bank was implementing a complex, enterprise‑wide AI solution to personalize customer communications across multiple lines of business. The system would drive next‑best actions and offers to customers across channels (email, SMS, web, mobile, call center), using significant customer data and model logic. As implementation progressed, it became clear there was no safe way to move this customer‑facing AI into production without a formal governance checkpoint—but the bank had no AI governance program at all, and external regulatory guidance was still limited.
What we did
- Worked internally as a leader in the program and was instrumental in designing and standing up the bank’s first AI governance framework.
- Identified and assembled an AI governance committee of roughly 10–12 leaders from legal, compliance, data, cyber security, model validation, technology, and key business functions.
- Educated committee members on core AI concepts, what AI governance means in a banking context, and the specifics of the personalized‑communications solution and its data and models.
- Defined roles, responsibilities, and decision rights for the committee, and established a recurring monthly review process where AI product owners present each solution: data inputs, model design, use cases, and potential risks.
- Put in place a clear communication and hand‑off procedure so the committee became a formal checkpoint: no AI solution or change could move into production without governance review, questions and changes addressed, and explicit sign‑off.
Outcomes
- Stood up the bank’s first formal AI governance committee and operating model, with the personalized customer‑communications solution as the inaugural “pilot” case.
- Successfully guided that solution through the new governance process into production, enabling enterprise‑scale personalized communications in a controlled, exam‑ready way.
- Created a governance structure that has since expanded to cover additional AI solutions—including newer generative‑AI and computer‑vision use cases—beyond the original communications platform.
- Established a reference model for Fortune 500‑grade AI governance that you now share with other banks and at industry conferences as a concrete example of how to design and operationalize AI governance in practice.
