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Bringing innovation to the age-old topic of ethics

May 17, 2023
Katie Lawler, center, was recently recognized by Ethics & Compliance Initiative with its Carol R. Marshall Award for Innovation in Corporate Ethics.

The global chief ethics officer talks about how U.S. Bank is leading the way

When you think of ethics, a concept as old as time, you may not think of innovation. But as Katie Lawler, senior vice president and global chief ethics officer at U.S. Bank, will tell you, evolving how we think about ethics is innovative itself.

Lawler, who was recently recognized by Ethics & Compliance Initiative with its Carol R. Marshall Award for Innovation in Corporate Ethics, shared how she and her team are bringing innovative thinking to the bank and its 77,000 employees when it comes to doing the right thing.

What does it mean to be innovative in a topic that is centuries old? Why is it important?

I think it’s going beyond your code of ethics, your employee ethics hotline and annual ethics course. It starts with looking at ethics as more than a set of rules.

It’s about recognizing that much of our behavior is driven by the work environment we are in and being intentional about shaping a culture that supports good decision making.

When we created the Global Ethics Office, we started to look to organizational and behavioral psychology to understand how we might influence the environment for the better. We are learning from and partnering with the bank’s behavioral scientists to understand what drives human behavior so we can be responsive to it. 

Can you give some examples of how you’re innovating ethics at U.S. Bank?

By incorporating psychological safety and behavioral science in how we think about ethics, we are focusing on creating the conditions for employees to be able to be at their best.

We're working closely with our in-house behavioral scientists. We want people in this company to tell us when there’s an issue, an opportunity, a mistake, a new way of doing things. So we started with behavior mapping – asking ourselves, “What does it take for someone to come forward and speak up?” Then, what are the barriers and obstacles, or where it could break down? What are some interventions we could test to address those barriers? How do we make the process of coming forward less intimidating, and how do we build positive reinforcement for doing so?

In every language in the world, the word people use for whistleblower is negative. You think about rat, fink, narc, etc. So how do we flip that and give positive reinforcement for stepping forward? We know it can be as simple as saying "thank you" the minute someone speaks up.

Telling the stories of how people spoke up and the positive impact it makes is important. So that's one of the projects we're working on with that team.

We’re also exploring the design of our tools for reporting ethics concerns so that it is less intimidating and helps people feel better and more comfortable with speaking up.

Why is psychological safety in the workplace important? Are we seeing benefits?

We had been talking about it for a while, but psychological safety really caught on for our teams during the pandemic. In a psychologically safe workplace, people feel they can be themselves, offer ideas, raise concerns, admit mistakes and offer new ideas. They aren’t afraid of looking foolish, being viewed as negative, or being seen as difficult.

Psychological safety helps create the culture of inclusion and belonging we're striving for, where every employee feels that their voice is welcome and wanted.

Psychological safety also enables innovation. We know from research that your most innovative teams are those that are psychologically safe because people don’t hold back their ideas out of fear. This concept is the soil for integrity, inclusion and innovation.

Companies won't thrive if people are keeping their heads down trying not to make any waves. 

As a company, we're going through big changes with technology, evolving to meet changing customer needs. How do ethics and your role connect to our technology transformation?

I’m part of our internal working group for responsible use of artificial intelligence and machine learning. The work has accelerated in the last 18 months working with our Digital, Risk, Technology, Operations and Innovation teams.

We’re working on how we operationalize our principles and values for this transformation, to leverage new technologies in a responsible way.

Our principles focus on fairness, transparency, explainability and avoiding harm. 

But we also have one that is about doing good. How can we use technology to better support the needs of our customers and actively do good? I think it is really important to think beyond doing no harm. If you only focus on avoiding harm, there is a risk that you do the minimum. 

When you think about doing good, creating benefit for stakeholders, that is where you get to the real power from operating with ethics, whether about AI or any other aspect of your operation.  

You were recognized with a personal award this year, and U.S. Bank was also named one of the World's Most Ethical Companies for the ninth consecutive year. What do you think drives this ongoing recognition?

I think it comes back to the core culture at U.S. Bank. We're disciplined. We're thoughtful. As an organization, we have prided ourselves on being very customer focused.

Look at our core values. Some companies’ values are just words on paper, but our core values truly reflect who we are and who we strive to be.

We're always trying to anticipate both on risk and the opportunity side what we need to be focused on to best serve customers and employees.

I really think there’s something special in this company from the top down. We're here to serve the customer and help them make their dreams come true, and we do that by doing the right thing every day.

 

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Members of a team that pitched U.S. Bank executives their app ideas in 2018 have gone on to focus on science, technology, engineering and math in their college studies.

Taking an idea and running with it

U.S. Bank Project Manager Ted Gamble ran 200 miles to raise funds for a non-profit that creates jobs in Haiti involving recovered ocean-bound plastic.

Survey finds COVID-19 accelerated virtual care, healthcare payments digitization

The new data is from the proprietary and third annual Healthcare Payments Insight Report from U.S. Bank.

Dynamic Dozen program helped U.S. Bank think through pandemic challenges

2020-21 reverse mentoring cohort kicked off in March 2020, just as world dramatically changed.

Dr. Bernice King helps launch new Black Heritage BRG chapter at U.S. Bank

King spoke about living as a legacy to parents Dr. Martin Luther King Jr. and Coretta Scott King.

District manager helped blaze the trail for modern branch design

Mariam Abrahams reflects on her leadership path at the bank

U.S. Bank announces new cryptocurrency custody services for institutional investment managers

NYDIG will act as sub-custodian.

CRE leader opens doors for clients and communities

Dhiren Patel talks about what drives him – and opportunities for change.

New ranking says U.S. Bank has been most essential bank amid COVID-19 pandemic

The Harris Poll ranking polled Americans on resolve, trustworthiness, responsiveness and permanence.

New to U.S. Bank? Switch your paycheck direct deposit in minutes

U.S. Bank is first large bank to automate direct deposit switching.

New U.S. Bank branch celebrates Pride and previews the future of banking

The branch is located in the first officially recognized LGBTQ+ neighborhood in the United States.

U.S. Bank’s first embedded payment solutions as part of Microsoft collaboration

One of the first banks to directly embed its own payment tools within Microsoft Dynamics 365, U.S. Bank delivers easy-to-implement, efficient payment capabilities.

#usbankroadtrip showcases the human side of banking at our branches

Videos from across the country will be released over the next five months on U.S. Bank social media channels.

U.S. Bank raising minimum base pay for the second time this year

Effective later this year, all employees in the U.S. and Canada will make at least $20 per hour as part of the bank’s continued investment in its people and businesses.

U.S. Bank proudly supports “The Cheech,” dedicated to showcasing Chicano art

The Cheech Marin Center for Chicano Art & Culture of the Riverside Art Museum is a public-private partnership with renowned comedian and Chicano art collector Cheech Marin, RAM and the City of Riverside.

U.S. Bank names Tim Welsh vice chairman of Consumer Banking Sales and Support

Welsh joins the bank from a consulting firm where he specialized in financial services and the consumer experience.

U.S. Bank names Sekou Kaalund new head of branch banking

Kaalund will lead the bank's branch and small business teams across its 26-state footprint.

U.S. Bank names Luke Wippler corporate treasurer

Wippler succeeds John Stern, who was appointed president of our Global Corporate Trust and Custody business last month.

U.S. Bank names Jodi Richard vice chair and chief risk officer

Richard will join the company's Managing Committee and report to Chairman, President and CEO Andy Cecere.

Superhero-inspired support of unstructured play in San Diego

Meet the U.S. Banker helping to make community possible with The New Children’s Museum and across the nation.

Cobrowse marks three-year milestone with millions of fans

Rolled out in the early stages of pandemic, the customer-centric feature has proven to be extremely popular long-term, with consistently high customer satisfaction scores and new video features

‘Shifting the narrative’ around people with disabilities

U.S. Bank is working to create an inclusive workplace where all employees can thrive.

U.S. Bank exec honored for ‘forging remarkable career’ after serving in Navy

Scott Lippert, who leads Payment Services Operations and the U.S. Bank Proud to Serve business resource group, recognized as a notable military veteran executive.

U.S. Bank named one of the 2023 World’s Most Ethical Companies

The Ethisphere Institute recognizes U.S. Bank for the ninth consecutive year

U.S. Bank named one of the 2021 World’s Most Ethical Companies

The Ethisphere Institute recognized U.S. Bank for the seventh consecutive year.

U.S. Bank named one of the 100 Best Companies for working parents

Notable programs on this year’s Seramount survey include benefits and childcare, employee support programs, and paid time off and leaves.

U.S. Bank named by LinkedIn to 50 best workplaces to grow your career

The Top Companies 2021 list recognizes companies that both attract and invest in talent.

U.S. Bank named best big bank in 16 states by Newsweek

Banks evaluated on customer service, savings and checking accounts, and digital tools during COVID-19 pandemic.

U.S. Bank named a 2022 Best Place to Work for LGBTQ Equality

Read more about the Human Rights Campaign Foundation index.

U.S. Bank Mobile App named No. 1 for customer service

Business Insider Intelligence also named the recently rebuilt app No. 2 overall, up nine spots.

U.S. Bank Mobile App continues to win accolades, add new features

Ranked #1 by a consensus of benchmarking firms, the app just keeps getting better – and extending its lead.

U.S. Bank, Microsoft accelerate the future of banking with cloud computing

Companies join forces to drive U.S. Bank’s transformation to the cloud with Microsoft Azure, build foundation for new experiences for customers and employees.

U.S. Bank makes it easy for small businesses to project their cash flow

The new online banking tool provides a forecast of account balances up to 90 days ahead, as well as a 90-day historical view, giving clients important information to help plan for their business.

U.S. Bank leader: Union Bank acquisition ‘game-changer’ for California customers

California customers to enjoy greater convenience, improved technology and continued focus on building strong communities, he says.

U.S. Bank Law Division recognized for diversity and inclusion leadership

The department’s initiatives to advance equal access to justice and foster equity in the legal profession have received recent acclaim.

U.S. Bank launches VantagePoint Accounts Receivable Matching

This feature further enhances our leading corporate accounts receivable automation service.

U.S. Bank launches solution with FuelHub to optimize bulk fuel payments

U.S. Bank to pay refiners and wholesalers, provide bulk fuel buyers with extended terms to make payment.

U.S. Bank launches Simple Loan to meet customers’ short-term cash needs

Customers can borrow between $100 and $1,000 with no hidden fees.

U.S. Bank launches new vehicle shopping, ownership tools

Expanded digital capabilities simplify and streamline the experience.

U.S. Bank launches nation’s first Spanish-language voice assistant for banking

We are making it easier and simpler for our Spanish-speaking customers to bank digitally.

Celebrating a technology milestone to help clients

Nearly 10,000 U.S. Bank client accounts migrated to new custody platform.

Bringing mental health resources to a town in need

Jonathan Franklin, an employee based in Harvey, North Dakota, and his wife, Nicole, opened the first and only counseling center within 60 miles of the rural town after a spate of suicides.

Barron’s names Gunjan Kedia to 100 Most Influential Women in U.S. Finance

Kedia is vice chair of Wealth Management and Investment Services at U.S. Bank.

Bank’s involvement with Autism Acceptance Month resonates with employee’s family

Tennessee employees, including one whose son has autism, volunteer at autism awareness event

Banker trades suits for black and white stripes during football season

U.S. Bank private wealth advisor Tyree Walton spends weekends officiating college football games.

Banker focuses on addressing wealth disparities among Black Americans

Marcus Brown works to expand access to capital

An unexpected mission for a banker and National Guard member

Nas Iqbal is deployed in Kuwait and was sent to support the emergency evacuation in Afghanistan.

Scott Ford joins U.S. Bank as president of Wealth Management Affluent

Ford brings more than two decades of industry experience.

SBA honors U.S. Bank with award for loans to Black-owned businesses in Arkansas

Investments U.S. Bank has made in support of Black-owned businesses includes the creation of business access advisors, who can expand networking and business development opportunities for Black business owners.

Saving small business owners time and effort to focus on their passion

Deepening business relationships and creating simplicity through digital tools and services.

San Diego banker teaches self-investment by paying it forward

Over the past three years, Brittny Ferguson has logged nearly 500 volunteer hours and won "Volunteer of the Year" from Junior Achievement of San Diego.

Sacramento raises the bar for U.S. Bank employee giving campaign

Market with less than 350 employees volunteers 1,200 hours during annual companywide campaign to provide direct support to nonprofits.

Robots and metaverse and digital twins, oh my! U.S. Bank innovation at CES 2023

The U.S. Bank team returns to the first in-person CES show in Las Vegas since 2020 to check out the latest trends and technology.

Ankit Bhatt needs help serving millions of customers

Our consumer digital leader is hiring customer-obsessed colleagues to shape the U.S. Bank Mobile App and more.

Andy Cecere to succeed Richard Davis as U.S. Bancorp CEO

Cecere has been with U.S. Bank since 1985 and has served as president and chief operating officer since January 2016.

1992 kicked off years of rapid change at U.S. Bank

Our Minnesota-based company, and banking itself, looked very different the last time the big game came to town.

Q&A with Kim McKee, Northeast regional manager, Commercial Real Estate

Building a Commercial Real Estate office in one of the country’s most competitive CRE markets takes dedication, knowledge and experience. Kim McKee explains how she did it, while also growing the portfolio from zero to multi-billion dollars.

Pitching in to help tornado-hit Kentucky

Employees’ agility, compassion and volunteerism make a huge impact.

Pickleball pro pulls from tennis background, competitive mindset

Data engineer Aanik Lohani has beaten some of the top pickleball players in the world

Payments operations leader recognized for paying it forward

Head of North American Operations for Elavon says follow your heart when giving to your community

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