NatWest is rolling out compulsory training on the ethical risks of artificial intelligence across its entire 60,000-strong workforce, as the lender intensifies efforts to embed AI into daily banking operations while tightening internal safeguards around its use.
The programme, which will take employees between two and three months to complete, is designed to strengthen what the bank calls a “culture of responsible AI.” It builds on an existing initiative developed with the University of Edinburgh, now expanded company-wide as AI tools become more deeply integrated into customer service, compliance, and internal operations.
The move comes as major UK banks compete to demonstrate they can deploy artificial intelligence quickly without compromising oversight. Rivals including Barclays and Lloyds have joined the Financial Conduct Authority’s live AI testing sandbox, while Barclays has publicly linked AI adoption to its multi-billion-pound cost-cutting targets.
For NatWest, the training is part of a broader strategy to increase efficiency and reduce costs while managing the risks associated with automation. The bank has already upgraded its AI-powered chatbot to deliver more conversational interactions, alongside continued branch closures as digital services expand.
Paul Dongha, who leads AI strategy at NatWest, said the programme is intended to give staff “skills and confidence to use it responsibly” as artificial intelligence becomes more embedded across banking functions. He added that employees will be equipped with practical tools to identify risks, ask informed questions, and improve decision-making in their roles.
The curriculum includes foundational AI concepts alongside modules on data privacy, regulatory expectations, and the wider social implications of automated systems. Initially delivered to senior leaders and selected teams, it is now being extended across the organisation.
Chief executive Paul Thwaite has placed AI at the centre of NatWest’s long-term transformation agenda, arguing that the pace of adoption will determine competitiveness across the financial sector. He has said the technology is already influencing every part of the business and suggested that some roles currently performed by humans will eventually be handled entirely by AI systems.
His comments reflect wider concerns in the banking industry about the impact of automation on employment, particularly in entry-level and administrative roles. Several institutions have reduced graduate hiring as AI tools take on tasks previously assigned to junior staff.
NatWest’s workforce profile has already shifted significantly, with more than a quarter of employees now working in software engineering, underscoring its transition from traditional retail banking towards a more technology-driven model.
The bank’s large-scale training initiative highlights a growing recognition within the sector that successful AI adoption will depend not only on technological investment but also on how effectively staff are prepared to manage its ethical and operational challenges.
