CBA support for Bankwest’s transition to a fully digital bank

Following Bankwest’s announcement of its transition to a fully digital bank over the course of 2024, Commonwealth Bank will increase its support of the group’s customers in Western Australia with a range of services to help them do their everyday banking.

Five hundred CBA Group roles in technology, operations, and customer service will be redirected to WA to support of Bankwest’s digital transition, offering new career pathways for Western Australians in next generation banking jobs. As a consequence, the CBA Group will employ more than 5,000 people in WA – 3,000 directly by Bankwest – as part of the ongoing investment in the state’s customer-focused banking services.

Fifteen regional Bankwest branches will be converted to CBA branches during this calendar year. This will see CBA operate the largest bank branch network in the state for personal and business customers, particularly in regional WA.

CBA’s Group Executive of Retail Banking, Angus Sullivan, said the change to Bankwest was being made as a direct response to changing customer preferences, and will allow the Group to meet a wider range of customer needs.

“Over the last decade, and particularly over recent years, we have seen a momentous shift in how customers choose to do their banking. The vast majority of customers now choose to bank digitally, with 97 per cent of Bankwest transactions now completed via digital channels. This trend will only continue in the years ahead.

“We are committed to providing a full-range of products and services to our customers across WA, no matter which way they choose to bank with us.

“For customers who value a simpler, digital experience and a different pricing proposition, Bankwest will provide a very compelling offer.

“For those who value a full-service banking offer, with the option of face-to-face engagement, branch access, phone banking and digital, Commonwealth Bank will remain the best choice. We are a full-service retail bank and we’re proud to have the largest branch footprint of any bank in the country.

“Today’s announcement is an important step in addressing changing customer demand and meeting competitive pressures head on with a strong digital challenger brand that can meet the needs of more Australians.”

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