Commonwealth Bank outlines how it is empowering employees amid AI-driven changes at work
The Commonwealth Bank of Australia (CBA) expects roles to change and to disappear in the wake of ongoing workforce transformation driven by the adoption of artificial intelligence in workplaces.
The bank released a new report on Thursday outlining how it is implementing AI in its operations and acknowledging the technology's inevitable impact on its workforce.
"We acknowledge that, as a result, over time, some roles will change or will no longer be required; however, new roles will also emerge," the report read.
"Throughout this change, human qualities such as judgement, empathy, adaptability, and creativity remain essential."
The report comes after the bank became the subject of headlines for walking back on a decision to lay off employees due to the introduction of a new voice bot system.
In its report, "Our Approach to Adopting AI," the bank highlighted that it upholds a consultation process when deciding to make changes to its workforce.
"Our people provide oversight and accountability, and we recognise that their experiences, integrity, and judgement are central to how we deliver on our purpose," the report read.
"Where the adoption of AI results in changes to roles, employees will be engaged through our established consultation processes, with support from Human Resources."
Upskilling employees
The bank also underscored its efforts in upskilling employees when it comes to AI, such as the introduction of a learning series in 2024 and hands-on activities the following year.
"Since launch, over 27,600 employees have engaged with this learning series," it said.
"In July 2025 we launched the next phase of our AI learning which has seen us shift to experiential learning, with many employees participating in fortnightly hands-on activities, prompting workshops, and using AI to support their work."
Over 300 senior leaders at the bank also engaged with a learning programme aimed at developing their AI skills and leading responsibly.
"AI can support our employees in their day-to-day work and we encourage our people to experiment, learn from each other, and apply AI in ways that improve customer outcomes, while remaining firmly in control of decisions," the report added.
Matt Comyn, CEO of the Commonwealth Bank, said the bank plans to expand their skilling programmes for employees.
"Our people are central to delivering for our customers, which is why we're expanding skilling programmes to build confidence and capability," Comyn said in a statement.
According to the bank, employees will also be able to access advanced AI tools, with the organisation to partner with academics and tech organisations for the professional development of their technical teams.
"Ongoing employee surveys explore views and experiences of AI at CBA, with insights informing our approach to AI adoption, change management, and employee engagement over time," the bank said.
The CBA's report is the first-ever in the industry to outline how a financial firm is ideating, developing, deploying, and managing AI at an organisational level.
"We've heard that stakeholders want to better understand how AI is being used across the Bank and our approach to managing the risks associated with its adoption," Comyn said.
"This report outlines our progress and the safeguards we have in place to support responsible use."
