CaixaBank CEO Gortázar says AI Won't Prompt Branch Closures or Layoffs

CaixaBank chief executive Gonzalo Gortázar explained that the bank’s adoption of artificial intelligence will change work processes but will not lead to the shutdown of physical branches nor to reductions in staff. He highlighted that the group has added around 2,500 employees over the past two years, with 80 % of new hires being professionals under 35, especially in technology and data roles.

The bank reports that roughly half of inquiries made through its website are now resolved by AI systems, and its technology division has expanded from about 300 to 1,700 specialists. A new mobile application targeting small‑and‑medium enterprises is also under development. Gortázar stressed that the traditional banker will continue to play a role, combining personal trust with advanced digital tools.

Overall, CaixaBank is positioning technology as an ally in its digital transformation, integrating platforms to offer more personalized services while continuing to invest in human talent.