Key facts
- Citi's head of technology, Tim Ryan, will not track every AI move made by employees.
- Ryan believes that measuring every AI use case can stifle innovation and negatively impact employee morale.
- He advocates for a balance between metrics and fostering pride in AI adoption.
- Ryan stated that success in AI implementation depends on how employees are engaged and utilize the tools.
- Nearly 90% of Citi employees are reportedly using AI tools.
- Citi is focusing on scaling AI adoption through peer-to-peer training programs.
Tim Ryan, Citi's head of technology, explained his strategy for AI adoption, emphasizing a balanced approach that avoids micromanaging employee AI usage. He believes that tracking every AI token spent by employees could stifle innovation and demotivate staff. Instead, Ryan focuses on measuring significant outcomes and fostering a sense of pride in how employees leverage AI tools.
Ryan articulated that winning the AI race is less about choosing specific large language models (LLMs) and more about effectively integrating tens of thousands of employees into the process. He noted that Citi has hundreds of AI use cases and that nearly 90% of its employees were utilizing AI tools during the second-quarter earnings call. The bank is employing a 4,000-person peer-to-peer training program to scale AI adoption, with a particular focus on scaling the use of AI agents in coding.
Unlike some competitors, such as JPMorgan, which uses AI dashboards for individual engineers, or Goldman Sachs, which tracks team velocity, Ryan does not advocate for granular measurement of AI use. He stated that a focus solely on metrics without pride is unsustainable, as is a focus solely on pride without metrics. Ryan indicated that Citi measures "the big things" and encourages employees to select the most cost-effective AI model for their needs, emphasizing the importance of avoiding a disjointed approach.
Ryan also touched upon headcount reduction, acknowledging the broader industry fear of AI-driven job cuts. He stated that Citi committed to cutting up to 20,000 jobs over three years as part of its "Transformation" effort. Ryan's focus is on being smart about hiring to manage growth and minimize layoffs, particularly by reducing the number of contractors over full-time employees. He stressed the importance of open communication with staff to alleviate fear and help them focus on controllable aspects.