Our people

Creating value with responsibility – this is how we build AI skills

13-07-2026

Artificial intelligence is changing both customer expectations, and how financial services are being developed and delivered. As the largest financial services partner in the Nordics we realise the potential by not only investing in technology, but investing in our people's skills, judgement and confidence.

More than 95% of Nordea employees have completed training on the responsible and safe use of generative AI, creating a shared foundation for safe, ethical and compliant use of generative AI. But training is only the starting point. The real focus is on helping people turn AI into practical solutions that improve the way we work, serve customers and create value.

Christina Gadeberg, Chief People Officer.

"AI training is about empowering our people to stay curious, build confidence and shape the future of work. By investing in skills, mindset and responsible use, we can unlock the full potential of AI together – for our colleagues, our customers and Nordea," says Christina Gadeberg, Chief People Officer.

Turning AI into everyday value

Nordea's AI learning approach combines foundational training with practical learning formats such as webinars, microlearning, and hands-on workshops. The aim is to help employees move from awareness to action – learning how AI can support productivity, reduce manual tasks, and free up time for more value-adding work.

Senior management as key enablers of AI transformation

Leaders play a critical role in turning AI ambition into business value. Dedicated full-day sessions for the Senior Leadership Team focus on how to translate technology into business outcomes, with training covering transformation, governance and the operating model changes needed to make AI work at scale. In addition, targeted 1:1 AI personal trainer coaching is provided to the Group Leadership Team members, helping them apply AI in their own areas and drive real behaviour change at executive level.

"Successful AI adoption starts with leadership. Leaders help create the conditions for experimentation, learning and responsible use. By building understanding and encouraging teams to explore new opportunities, they play a critical role in turning AI potential into real business value," says Christina Gadeberg.

Embedding AI learning

AI learning is also being embedded directly in the business, where it can make the biggest difference. Below some of the trainings that have been implemented:

In Personal Banking, advisor training strengthens confidence in using AI to support customer interactions. Ambassador programmes further support this by helping teams share experiences, identify effective ways of working and scale learnings more quickly across the organisation. This way of working creates a practical environment for responsible AI adoption, where employees can build confidence, learn from peers and translate new capabilities into better customer experiences.
In Large Corporates & Institutions, hands-on workshops help teams build practical AI skills and explore use cases that are relevant to their daily work. The programme combines role-based training, leadership engagement and local AI champions to accelerate adoption and help teams turn AI opportunities into practical business value.
In Group Finance, dedicated AI transformation workshops help leaders and process owners look beyond isolated AI use cases towards rethinking how Finance work, as processes and roles evolve when AI is considered more end-to-end.
For Risk Managers, a user guide supporting responsible AI use case development, helping to engage with relevant processes and procedures as well as to ensure alignment with governance and risk standards.

Turning curiosity into innovation with AI hackathons

Employees are also encouraged to take part in AI hackathons, where ideas can be tested, skills can be stretched, and teams can turn curiosity into practical solutions. These events create a safe space to explore new technologies while focusing on real business challenges. By bringing together colleagues from different functions, hackathons help break down silos and accelerate innovation.

Recent hackathons have generated tangible results, including an AI-powered internal assistant that helps employees quickly navigate policies, a real-time customer insights tool that enables more proactive support, and an agentic AI solution that reduced the time for credit worthiness assessments from 15 minutes to less than one minute – while keeping human oversight at the centre of the decision-making process.

See how it works

Supporting continuous learning at scale

To support scale and accessibility, a "Learning AI" space is continuously updated as a practical library for all employees. From getting-started with tools such as Copilot and Nordea's internal GenAI chat, to exploring more advanced use cases, employees have access to practical guidance, learning paths, examples and best practices as the technology continues to evolve. For colleagues who want to go deeper, licences are available for high-quality, specialised AI content.

For Nordea, building AI skills is part of a broader commitment to responsible AI. Banking is built on trust, and AI must be developed and used in ways that are ethical, secure, and reliable. Human judgement, oversight and accountability remain essential as new tools and use cases are introduced.

By combining technology, training and responsible governance, we are strengthening our ability to use AI where it can make a meaningful difference – for customers, employees and society. 

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