Digitalisering inom banksektorn

Sammanfattning

Digitalization has undergone a rapid development in recent years and has become a key pivotal factor of change in the banking sector influencing services, work processes and organisational structures. The aim of this study is to examine how bank employees perceive the impact of digitalization on the banking sector and on their everyday work. The study applies a qualitative research design and is based on semi-structured interviews with ten employees from five major banks in Sweden, representing different roles and levels of experience.The findings show that digital systems have become deeply integrated into daily operations and increasingly shape work routines, prioritisation and decision-making. Digitalization is perceived to improve efficiency and reduce time spent on routine tasks through automation. At the same time, employees experience greater dependence on systems and a reduced scope for individual judgement. Customer relationships have also shifted from long-term relationship- based interactions to more situation- and case-driven contact, accompanied by higher expectations regarding accessibility, speed and service quality.Furthermore, the study indicates that professional roles in banking have been redefined through higher competence demands, stronger regulatory requirements, and a growing focus on monitoring and explaining system.based decisions. From a socio-technical perspective, the results highlight the importance of balancing technological development with organisational and human conditions. The study contributes to a deeper understanding of digitalization in banking from an employee perspective and emphasises the need for effective interaction between technology, organisation, and people for sustainable transformation.