Mark Worden | AI Product Manager | National Westminster Bank plc
Mark Worden’s journey into the tech industry began after spending four years working in branch banking at NatWest. His experience during this time gave him a deep understanding of customer needs, which played a significant role in his transition into the world of artificial intelligence (AI). Mark’s first venture into technology was focused on developing a colleague-facing chatbot within NatWest, which he worked on for two years. This project was an exciting challenge for him, as it involved building the chatbot from the ground up, constantly engaging with frontline colleagues throughout the process to ensure its effectiveness. At EliteX, we are proud to have Mark Worden as part of the edition: Prominent Tech Leaders in UK, 2024.
In the following five years, Mark continued to grow within the company and moved into a leadership role in the Cora team, a group responsible for developing the customer-facing chatbot. His current role is that of a future initiatives lead, where he explores cutting-edge emerging technologies and seeks to apply them safely to improve Cora’s ability to serve customers. Mark is constantly analyzing what works and what doesn’t, ensuring that the chatbot aligns with the company’s ambitions and goals, all while keeping customers’ needs at the forefront. For Mark, his passion for technology stems from his childhood interests. He has always been a self-proclaimed “geek,” with a love for video games. This passion led him to learn how to code by creating his own games in his spare time. Over the years, as Mark delved deeper into the world of AI, his fascination grew. His curiosity and interest in how artificial intelligence could reshape the world drove him to pursue a career in this space, and after seven years, he has never looked back. Mark finds it exciting to be working with this transformative technology and sees the tremendous progress AI has made during this time.
“Innovation is at the core of everything we do… we continually invest in forward-thinking solutions to drive growth.”
Mark’s career has seen a number of key milestones. One of the most significant achievements was becoming the future initiatives lead for Cora. This role involves leading the charge on integrating generative AI into financial services. Notably, Mark’s team was the first to implement this technology successfully in a major UK bank. The positive results of this implementation are already being seen, with improvements in customer experience that show great promise for the future. The UK’s tech industry has experienced significant changes in recent years, with AI and machine learning leading the way. Mark believes that these technologies are transforming industries across the board. In particular, generative AI is revolutionizing sectors by enabling more creative, efficient, and personalized solutions, both for colleagues and customers. Mark is excited about how these innovations are shaping the future and believes the UK is well-positioned to continue its leadership in AI adoption.
The growth of AI, fintech, and sustainability-focused technologies has been a hallmark of the UK tech industry’s transformation. Businesses across banking, healthcare, and retail sectors are increasingly turning to AI and machine learning to solve problems and optimize their operations. The rise of hybrid work models and digital-first strategies has also created an environment that places a premium on cloud computing, cybersecurity, and customer-centric solutions. Mark highlights how regulations like the General Data Protection Regulation (GDPR) have shaped the way companies handle data, providing an ethical framework for the development and use of AI technologies.
At present, Mark’s work is primarily focused on exploring how generative AI can enhance Cora, the company’s customer-facing chatbot. This technology has the potential to offer more personalized, empathetic, and efficient customer service. Mark and his team are dedicated to ensuring that Cora can not only handle complex queries but also improve the overall customer experience. His work involves blending technology with human insight to create a chatbot that will redefine digital banking services and make them more accessible to a wider audience. One of Mark’s central goals is to make a significant difference in the tech world through his work on responsible AI adoption, particularly in the banking sector. By integrating advanced technologies like generative AI into Cora, Mark’s team aims to not only improve the customer experience but also set a high standard for ethical AI use. The company’s commitment to building trust, ensuring data privacy, and creating accessible banking solutions for all is central to its mission.
“It’s about blending technology with human insight to redefine how we deliver digital banking services.”
Throughout his career, Mark has faced several challenges. One recent obstacle was figuring out how to deliver generative AI into the customer experience while ensuring that the information provided is accurate and up to date. The team had to carefully monitor the knowledge base used by the model and implement various guardrail solutions to ensure safety during the pilot phase. While this approach has been effective, Mark acknowledges that more work is needed to scale the solution for the future.
Looking ahead, Mark believes that technology will continue to shape the future of business in the UK. AI, automation, and data analytics will drive transformation across industries. As businesses adopt these technologies, they will be able to offer hyper-personalized experiences, streamline their operations, and address important societal challenges, such as financial inclusion. Generative AI, in particular, will change how businesses interact with customers and innovate their products, creating new opportunities and enhancing existing services.
Innovation is the cornerstone of Mark’s teams’ success. It is through innovation that the company remains competitive and able to meet evolving customer needs. By leveraging generative AI to enhance Cora’s capabilities, the company continues to invest in forward-thinking solutions that will propel growth and improve customer satisfaction. The company’s commitment to innovation ensures it stays at the cutting edge of technology and continues to provide groundbreaking solutions to its customers. To stay updated with the latest developments in technology, Mark engages in a variety of activities. He regularly attends industry events, reads AI research papers, and participates in tech forums to stay informed. Mark also collaborates with academic institutions and startups, which gives him fresh perspectives and valuable insights into emerging trends. In an industry that evolves so rapidly, continuous learning is essential to remain relevant and ahead of the curve.
Mark’s advice to young people aspiring to work in tech is simple: be curious and proactive. He encourages individuals to build a strong foundation in problem-solving, coding, or data analysis, as these are key skills that will serve them well in any tech-related career. Mark also emphasizes the value of practical experience, whether through internships or personal projects, as it is crucial for gaining hands-on knowledge. Collaboration and adaptability are also important qualities, as working in tech often involves team-based problem-solving and adapting to changing technologies and circumstances.
Teamwork plays a crucial role in Mark’s work, especially when it comes to developing complex technologies like conversational AI. Building and maintaining a chatbot like Cora requires the collaboration of engineers, data scientists, UX designers, and compliance experts. A shared vision and open communication ensure that the team can deliver innovative solutions that meet the needs of customers and align with the company’s goals.
Looking to the future, Mark hopes to leave a lasting legacy in the tech industry. He aspires to be remembered for creating AI solutions that genuinely improve lives. Whether through making banking more accessible, empowering users with financial literacy, or setting standards for ethical AI practices, Mark wants his work to have a positive, lasting impact on the world. His focus on responsible AI adoption and enhancing the customer experience reflects his commitment to creating technologies that benefit everyone.