The Commonwealth Bank of Australia (CBA) has announced a major A$90 million, three-year initiative aimed at upskilling its workforce in artificial intelligence (AI) and digital technologies.
The program, known as the Future Workforce initiative, seeks to prepare employees for AI-driven roles and improve overall organisational efficiency. By early 2026, CBA reports that more than 30,000 staff have undertaken AI-focused training, including around 27,600 participants in a company-wide internal learning series launched in 2024.
CBA’s CEO, Matt Comyn, said the initiative represents “a structural redesign of how skills are developed and how careers evolve” across the bank. The program combines internal courses, hands-on workshops, leadership training, and access to AI tools, alongside partnerships with technology firms, universities, and industry bodies.
Managing Director and Chief Executive Officer Matt Comyn [CBA]
Comprehensive AI Training Across All Levels
CBA’s training program covers employees across the organisation. Introductory AI courses launched in January 2024 reached 27,600 staff by late 2025. The bank also introduced specialized AI risk and compliance training in November 2024, with more than 8,700 employees participating.
CBA employees engage in hands-on AI training as part of the Future Workforce program. [AFR]
Mid-2025 saw the start of practical workshops on prompt engineering and AI applications for operational tasks.
Leaders and senior managers participate in advanced programs focused on generative AI and responsible AI practices. Technical teams gain specialised skills through initiatives like the Seattle Tech Hub, an intensive collaboration with AWS and Microsoft.
CBA has additionally onboarded over 2,000 engineers and 10 distinguished engineers to strengthen AI capabilities. Around 17,500 employees now have access to Microsoft Copilot tools, further integrating AI into daily workflows.
Strategic Objectives of AI Upskilling
The Future Workforce program aims to achieve multiple strategic goals. Efficiency improvements remain a primary focus, with AI assistants already handling internal queries three times faster than traditional methods. Automation of routine processes, such as fraud detection and dispute resolution, allows staff to concentrate on higher-value tasks.
AI tools at CBA handle internal and customer tasks, improving speed and efficiency. [chatarm]
CBA measures performance improvements using key operational metrics, including transaction processing times and response rates.
Customer service enhancement is another priority. AI tools help detect fraud more quickly, managing thousands of scam alerts daily, while AI chatbots streamline responses to routine customer queries.
CBA reports a 40% reduction in reported fraud and stolen transactions, suggesting training supports safer customer interactions.
Innovation also drives the program. Upskilled employees can develop AI-driven products and digital solutions, including enhancements to banking apps and service platforms. By training staff in AI tools, CBA aims to accelerate development cycles, improve coding efficiency, and support the launch of new services.
Partnerships and Learning Platforms
CBA combines internal programs with external collaborations. The bank works with OpenAI, Microsoft, AWS, and leading universities to deliver training content and maintain cutting-edge curricula.
Partnerships include research on AI trust and responsible use, while internal platforms like the “Grow Your Career” portal link skills development to career progression opportunities.
The internal portal links AI training to career progression opportunities for CBA staff. [IT Brief Australia]
Programs such as the Seattle Tech Hub provide intensive, hands-on learning for technical staff. Regular hackathons and mentoring by distinguished engineers further embed AI skills across teams. External training providers likely supplement content delivery, ensuring comprehensive coverage across technical and non-technical roles.
Investment Scale and Implementation Timeline
The Future Workforce initiative represents an A$90 million investment over three years. While CBA’s FY2025 report notes A$36 million spent on overall employee training, it does not break down AI-specific costs. Broader operations and technology modernisation investments exceed A$2 billion, reflecting a strong commitment to digital transformation.
Key AI training milestones include:
- January 2024: Launch of introductory AI learning series
- November 2024: Start of AI risk and compliance pathway for 8,700 staff
- March 2025: Seattle Tech Hub opens for intensive AI skill exchange
- July 2025: Practical AI workshops and prompt engineering training begin
- December 2025: Publication of “Approach to Adopting AI” report
- February 2026: Launch of A$90 million Future Workforce Program with career portal
The program integrates ongoing learning and workflow applications to support skill retention and business outcomes.
Comparisons With Peer Banks’ AI Training Programs
CBA’s initiative aligns with industry trends. ANZ operates an AI Immersion Centre training 3,000 leaders, while Westpac rolled out Microsoft 365 Copilot to 35,000 employees. NAB holds annual Data & AI Month events for up to 38,000 staff over multiple years.
Internationally, JPMorgan Chase, Citigroup, Bank of America, and Wells Fargo implement AI skill programs covering hundreds of thousands of employees.
These programs demonstrate a sector-wide push towards AI literacy, prompt engineering, and operational integration. CBA’s A$90 million investment compares favourably with these initiatives, positioning it alongside leading banks in Australia and globally.
Measuring Outcomes and Potential ROI
CBA has not published explicit ROI figures, but industry research highlights strong links between upskilling and organisational performance.
Studies show training improves productivity, employee retention, and operational efficiency. For example, firms offering learning opportunities report up to 14% higher productivity and 18% higher profits. Salesforce’s internal AI career platform filled 50% of open roles via upskilling, illustrating cost savings.
Internal metrics at CBA, including AI assistant speed, fraud detection rates, and staff engagement (85% as of May 2025), suggest the program is achieving measurable outcomes. Long-term benefits may include higher retention, improved customer experience, and accelerated product development.
Risks and Workforce Considerations
The program faces potential challenges. Union concerns highlight risks of workforce displacement, with some frontline job cuts reported after AI tool adoption. CBA maintains that reskilling and new roles offset these impacts. Ethical and regulatory risks also require attention, particularly in AI explainability, fairness, and responsible usage.
Execution risk remains a consideration. Success depends on converting learning into practical workflow improvements. One-off training without reinforcement could limit long-term impact. The bank balances AI skills with essential human attributes, such as judgment and empathy, to ensure service quality and ethical operations.
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Conclusion
CBA’s A$90 million Future Workforce program represents a major commitment to workforce transformation through AI. Training initiatives encompass technical, leadership, and operational skill development, supported by partnerships and internal platforms.
While explicit ROI data is unavailable, industry evidence suggests potential gains in productivity, retention, and service quality. Transparent measurement, ongoing learning reinforcement, and ethical AI practices will determine the program’s ultimate effectiveness in preparing CBA for an AI-driven future.
FAQs
- What is the Commonwealth Bank Future Workforce program?
Ans. The Commonwealth Bank Future Workforce program is a A$90 million, three-year initiative designed to upskill employees in artificial intelligence and digital technologies. The program aims to prepare staff for AI-enabled roles while improving productivity, innovation, and risk management.
- How many Commonwealth Bank employees have received AI training?
Ans. CBA reports that more than 30,000 employees have undertaken AI-focused training. Around 27,600 staff participated in its internal AI learning series launched in 2024.
- Why is CBA investing in AI training?
Ans. CBA is investing in AI training to improve operational efficiency, enhance customer service, strengthen fraud detection, and support digital innovation. The bank aims to build an AI-ready workforce capable of adapting to technological change.
- What types of AI training does CBA provide?
Ans. The training includes introductory AI courses, prompt engineering workshops, generative AI programs for leaders, and specialised AI risk and compliance pathways. Technical teams also receive advanced training through partnerships with major technology providers.
- How does AI improve customer service at CBA?
Ans. AI tools help automate routine tasks, respond to internal queries faster, and detect fraud more efficiently. These systems reduce response times and support improved customer protection.
- Does AI training at CBA lead to job losses?
Ans. CBA states that the program focuses on reskilling and creating new opportunities. However, union groups have raised concerns about job reductions linked to AI automation in some frontline roles.
- How does CBA’s AI training compare to other banks?
Ans. Many major banks in Australia and globally are implementing AI upskilling programs. CBA’s A$90 million investment aligns with broader industry efforts to strengthen AI literacy and digital capability across large workforces.
- What are the expected benefits of workforce AI upskilling?
Ans.Industry research shows AI training can improve productivity, employee retention, operational efficiency, and innovation outcomes. Banks often measure benefits through performance metrics and customer experience improvements.
