Work and the AI shift: future proofing careers in banking and finance

Artificial intelligence is transforming financial services at pace, but one message came through loud and clear during WIBF’s latest Thought Leadership discussion with UK Finance: the future of work is not about replacing people – it’s about empowering them.

Hosted at UK Finance’s London offices on 8 July, the panel explored how AI is reshaping careers, leadership and talent across the industry, while highlighting the skills that will become even more valuable in an AI-enabled workplace.

Bringing together Claire Tunley, Chief Executive of the Financial Services Skills Commission, Natasha Sayce-Zelem, Director of Digital and Business Platform for Homes at Lloyds Banking Group, Lucy Izzard, Chief Operating Officer, Europe at TD Securities, and host Simone Ferreira, Managing Director, Membership and Governance at UK Finance, the discussion examined both the opportunities and challenges AI presents for individuals and organisations.

AI is changing work, not eliminating it

Claire Tunley explained that while organisations are embracing AI, adoption remains cautious as businesses realise implementation is often more complex than expected.

Rather than removing jobs altogether, AI is redesigning work. Existing roles are evolving, requiring new skills and different ways of working, but human expertise remains essential.

However, Claire also highlighted an important challenge. AI is likely to have a disproportionate impact on women, particularly as growth in technology-focused roles continues to outpace female representation. As organisations redesign work, ensuring women have equal access to digital skills and career opportunities will be critical.

The future belongs to people who can work with AI

Natasha Sayce-Zelem encouraged attendees to rethink how they view AI.

“Everyone will become an AI manager,” she suggested, with success increasingly depending on who can get the best from both people and technology.

Rather than fearing AI, professionals should learn how to use it effectively. Natasha described AI as a powerful research assistant, but warned against becoming over-reliant.

“Don’t ever let your AI do your thinking.”

Critical thinking, judgement and curiosity remain irreplaceable. Just because AI can generate an answer does not mean that answer is correct, or that it should automatically be used.

Human-centred skills are becoming more valuable

A recurring theme throughout the evening was that technological advancement makes human skills even more important.

Lucy Izzard reflected that financial services has always been an industry shaped by change, but the speed of AI development is unlike anything seen before.

She encouraged attendees not to fear the technology but to remain curious and engaged.

“If we are afraid of it, we are not going to embrace the change.”

Ultimately, financial services remains a relationship-driven industry. Clients still want trusted advisers, meaningful conversations and people who understand their needs. Those who continue asking questions, challenging assumptions and showing genuine interest in improving customer outcomes will continue to add value.

Skills that AI cannot replace

The panel agreed that technical knowledge alone will not be enough for future success.

Claire highlighted several capabilities that will become increasingly important:

• Critical thinking
• Creativity and innovation
• Empathy
• Sound judgement

Professionals need sufficient knowledge to assess whether AI-generated outputs are accurate, relevant and appropriate.

As Natasha reinforced, AI should support decision-making, not replace it.

Advice for the next generation

The panel also discussed how students and early-career professionals can prepare for an AI-enabled future.

Among the recommendations were developing strong data literacy skills, learning to recognise patterns and trends, and adopting product thinking by starting with customer needs before considering solutions.

Great product thinking, the panel noted, begins with empathy.

Understanding what customers genuinely want, and designing solutions around those needs, will remain a distinctly human strength.

Measuring success

While AI innovation continues at remarkable speed, the panel questioned whether organisations have yet defined what successful implementation really looks like.

There was discussion around whether the industry may reach a natural pause, giving organisations time to evaluate what works before accelerating further adoption.

The evening concluded on an optimistic note. AI will undoubtedly transform financial services, but the future will belong to professionals who combine technological confidence with human judgement, adaptability and empathy.

For those willing to learn, question and evolve, AI represents not a threat, but an opportunity to build more rewarding and impactful careers.

As AI continues to reshape the workplace, conversations like this have never been more important. WIBF’s Thought Leadership series provides members and the wider financial services community with opportunities to explore the issues shaping the future of our industry, hear from expert speakers and continue building the knowledge and connections needed to thrive.

Our upcoming Thought Leadership events include:

• Social Mobility: Early-stage engagement and AI: inspiring the next generation – Monday 28 September, London
• Closing the pensions gap: Take control of your financial future – Thursday 8 October, Virtual
• Savings, investing & the gender divide: what’s changing and why it matters – Wednesday 25 November, London
• Equalise Pension Power: A leadership roundtable – Thursday 3 December, London

We look forward to welcoming you.