NatWest is to put its entire 60,000-strong workforce through training on the ethical risks of artificial intelligence, as the high street lender races to weave the technology through every corner of its operations.
The FTSE 100 bank said the course, which will take staff two to three months to complete, is designed to build “a strong culture of responsible AI” as the tools move from the margins into day-to-day banking. It draws on a programme NatWest first developed with the University of Edinburgh, now being opened up to the whole business as more colleagues reach for the technology.
The roll-out lands at a moment when Britain’s banks are competing hard to show they can deploy AI faster and more responsibly than their rivals. Barclays and Lloyds have both joined the Financial Conduct Authority’s live AI testing sandbox, and Barclays has said it will lean heavily on the technology as it targets £2bn of cost cuts by 2028. NatWest, for its part, has already upgraded its AI chatbot to offer more “human” interaction as it continues to shut branches.
The thinking is straightforward enough. Lenders hope AI will sharpen the productivity of their people and strip cost out of the business. Yet that same promise has stoked fears that large numbers of jobs could be automated away, and raised thornier questions about how staff use a powerful technology safely and fairly.
Paul Dongha, who runs NatWest’s AI strategy, said the bank wanted to “equip colleagues with the skills and confidence to use it responsibly” as AI became “increasingly embedded in how we serve customers and run our bank”. The course, he added, would hand employees “even more practical tools to recognise risks, ask the right questions and make better decisions in their day-to-day roles”.
The training itself was built in partnership with the University of Edinburgh’s Edinburgh Futures Institute, whose AI and data ethics programme for NatWest blends classroom teaching on AI fundamentals with sessions on data privacy, regulation and the wider implications for society and business. Having first run the course for leaders and selected colleagues, the bank is now extending it across the group, part of a broader push to build an AI-literate workforce.
The drive comes from the top. Paul Thwaite, the chief executive, has positioned NatWest at the front of the industry’s scramble to adopt AI. Speaking at The Times CEO Summit, he said “the economic prize for the country, but also for businesses like mine, is how quickly and how effectively you can adopt it”, arguing that the technology was “cutting across all lines of our business. I don’t think there’s a role that isn’t really affected.”
Thwaite was candid about what that means for jobs. While AI can lift the output of white-collar staff, there are real concerns it will replace many of them outright. In time, he told the summit, “there will be roles that currently exist that absolutely to all intents and purposes [will be] delivered by AI”. That warning chimes with a wider squeeze on entry-level work, with junior roles in finance and accounting among those hit hardest as employers cut graduate hiring and turn to AI.
NatWest’s own make-up has already shifted markedly. More than a quarter of the group’s employees now work in software engineering, a striking figure for an institution still thought of by most customers as a place to keep their current account. For a bank betting that the next phase of growth runs through automation, teaching 60,000 people how to use the technology wisely looks less like a nicety and more like a necessary insurance policy.