NatWest appoints Dr Maja Pantic as Chief AI Research Officer

NatWest Group has announced the appointment of Dr Maja Pantic as its first-ever Chief AI Research Officer.

A globally recognised AI leader, Dr Pantic brings a wealth of experience from both academia and industry. Currently a Professor of Affective & Behavioural Computing at Imperial College London, she previously served as the Founding Research Director of Samsung AI Research Centre in Cambridge and held a senior AI role at Meta London. In her new role at NatWest, she will lead the bank’s efforts to develop and scale advanced AI solutions that enhance customer experiences and streamline operations.

Dr Pantic’s appointment underscores NatWest’s strategic focus on AI as a lever for innovation and simplification across its operations. She will be responsible for accelerating the development of state-of-the-art AI applications, including multimodal AI tools to combat threats like deepfakes and the use of generative AI to strengthen responsible AI controls. Her work will also involve steering forward-looking research to anticipate shifts in customer behaviour and technological advancements, ensuring NatWest remains at the forefront of digital banking.

In addition, she will help scale the use of AI-driven automation and tools across the organisation, empowering staff to work more efficiently and focus on high-value tasks.

Scott Marcar, Chief Information Officer of NatWest Group, said: “It’s not the first time I’ve said that AI is helping us to be a simpler NatWest and to transform our customers’ experiences as we become even more of a trusted partner in the moments that matter most.

“Maja’s appointment is another important and exciting milestone; her unique skills and experience will help us adapt and meet customers’ changing needs faster, and more effectively, whilst complementing our team’s existing capabilities.”

Dr Pantic expressed enthusiasm for her new role: “My career decisions have always been guided by two things: the opportunity to make an impact and the chance to learn. Joining a business like NatWest – given the vital role it plays in the lives of the customers and communities it serves – will not only give me the opportunity to work at the forefront of technological shifts in the banking industry at an immense scale, but to learn from leaders who instil a culture of learning and innovation throughout the bank.”

This appointment builds on NatWest’s recent momentum in AI transformation, which includes a collaboration with OpenAI and the rollout of its internal generative AI platform to all employees. AI-powered tools like Cora+ and AskArchie+ are already delivering results: Cora+ has achieved a 150% boost in customer satisfaction, while AskArchie+ has automated up to 75% of HR queries.