TLDR: NatWest Group is making a significant strategic shift towards widespread AI integration, focusing on empowering its entire workforce with AI capabilities. This involves extensive AI learning pathways, the deployment of accessible AI tools like an internal digital enabler, Microsoft 365 Copilot, and GitLab Duo, and tailored training for all levels, from frontline staff to the Board. The initiative aims to enhance service delivery, operational efficiency, and ensure responsible AI adoption across the bank.
NatWest Group is actively cultivating an AI-driven workforce, viewing Artificial Intelligence not merely as a technology but as a fundamental capability embedded across its entire business. The bank’s success in leveraging AI for customer service, risk management, and operational scaling is tied directly to the sophistication of its AI models and, crucially, the ‘AI fluency’ of its colleagues. The overarching goal is to empower every employee, regardless of their role or technical background, to engage with AI meaningfully and responsibly, fostering future-fit banking solutions.
Significant progress has been made in this endeavor, with almost 63,000 colleagues completing guided AI learning pathways. Elective completions have seen a remarkable surge to nearly 112,000 this year alone, marking a 144% increase over 2024, indicating a profound cultural shift within the organization.
To facilitate this, NatWest has focused on making AI tools accessible and intuitive. An internal AI digital enabler, designed to help colleagues summarise documents, problem-solve, draft content, and surface insights rapidly, is now utilized by over 10,000 employees. One colleague lauded it as ‘like having a supercharged teammate who never sleeps,’ with 70% of users reporting time savings and half noting an improvement in their work quality.
The bank has also rolled out Microsoft 365 Copilot to more than 3,500 colleagues, which has quickly become the most-used app in the suite. A reported 69% of users experience productivity gains, and 52% observe improvements in their work quality. An executive assistant shared how Copilot enabled them to prepare board briefing packs in half the usual time, allowing for more strategic input.
For its developer teams, NatWest introduced GitLab Duo, supporting code generation, test case creation, and workflow automation. Following mandatory training in AI Ethics and Prompt Engineering, over 4,700 engineers regularly use the tool, with almost 90% frequently utilizing its code generation features. In one notable instance, a Java upgrade that previously took weeks was completed eight times faster with AI support.
AI fluency extends beyond frontline teams to the highest levels of the organization. Board members and executive leaders are actively engaged in AI education through tailored briefings, scenario-based workshops, and strategic steering sessions. In March 2025, a dedicated AI spotlight session was held for the Finance Executive Committee, exploring the ethical, operational, and regulatory implications of AI, including the translation of the EU AI Act into the bank’s risk framework. Focused sessions for non-executive directors (NEDs) have also covered emerging risks, governance frameworks, and the future of agentic AI. As one NED commented, ‘this isn’t just about understanding the technology – it’s about understanding the questions we need to ask.’
NatWest emphasizes ‘learning in the flow of work,’ embedding AI education into daily routines through skills sessions directly applicable to colleagues’ tasks. This approach not only builds skills but also fosters community and experimentation. Personalised AI skill development plans have been launched with Retail Banking colleagues, with a goal to scale this to 10,000 colleagues by year-end, providing a data-driven view of AI capability across the bank.
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As AI capabilities scale, NatWest is evolving its organizational design, operating models, and success metrics, with governance at the core. Every deployed AI tool is accompanied by clear guardrails to ensure ethical, secure, and responsible use, aiming for colleagues to feel confident in using AI wisely. The initiative underscores that enabling AI for everyone is fundamentally about building trust, fostering inclusion, and empowering employees to thrive in a rapidly changing world, ultimately leading to better customer service.
