Transformation at Banco do Brasil

Banco do Brasil is nominated in the Transformative Innovator of the Year category at the Qorus-Infosys Finacle Banking Innovation Awards 2025. We asked the bank to present its strategy and actions in terms of transformation.


What transformation strategy has your organization led in recent years?

Banco do Brasil is at the forefront of one of the boldest journeys of digital transformation in the financial sector. Combining tradition and innovation, BB has reinvented its way of operating, placing the customer at the center of an increasingly digital, fluid, and secure experience. The integration of emerging technologies, such as artificial intelligence and digital platforms, has driven significant gains in efficiency and satisfaction. More than 93% of all transactions have migrated to digital channels, while initiatives like BB Pay and Shopping BB have established the bank as a reference in innovation. This transformation went beyond technology: it involves culture, digital inclusion, public spirit, and purpose. With large-scale training programs and engaged leadership, BB has built a continuous learning and leadership ecosystem. Today, Banco do Brasil not only keeps pace with the future — it leads it.

What prompted this strategic transformation?

Driven by its public spirit, Banco do Brasil initiated a profound strategic transformation to keep pace with the accelerated digitalization of society and maintain its leadership position. In a continental and diverse country, BB understood that innovating was more than a choice — it was a responsibility. The mission was clear: to make financial services more accessible, efficient, and humane, even in an increasingly digital world. This journey was guided by public values but with a startup mentality: agile, collaborative, and customer-centered. The transformation was not limited to technology — it involved culture, people, and purpose. BB empowered thousands of employees, redesigned processes, and launched digital solutions that now impact millions of Brazilians. Banco do Brasil proved that it is possible to transform with courage, serve with excellence, and lead with purpose.

What have been the most significant changes implemented, and how were they led?

Banco do Brasil has profoundly transformed the organization. The boldest change was the creation of a new agile operational model, with multidisciplinary squads, dual leadership (product and technology), and total focus on the customer. This structure eliminated silos, accelerated deliveries, and increased productivity by over 60%. Leadership played a leading role: it inspired, communicated clearly, and created a safe environment for experimentation and learning. The culture also changed — with a focus on collaboration, autonomy, and purpose. Programs like the Digital Academy and the A to Z Acceleration Glossary empowered thousands of people and democratized knowledge. The result? A lighter, more adaptable, and future-connected BB — without losing its public essence and commitment to excellence.


What unique or key transformation practices do you follow to ensure success?

Banco do Brasil is driving its digital transformation with bold and integrated practices. We have adopted an agile operational model with multidisciplinary squads and dual leadership (Business + Technology), promoting fluidity, customer focus, and continuous deliveries. The hybrid Cloud strategy (public and private) supports more than 7,000 applications, including Pix, Open Finance, and intelligent chatbots. With the BB Ventures program, the bank invests in fintechs and govtechs, expanding its innovation capacity. Data governance and a data-driven culture are pillars, with ongoing training in AI, DevOps, and data engineering. Active leadership is key: it defines vision, removes barriers, and inspires teams to innovate purposefully. This combination of agility, technology, and a collaborative culture positions BB as a global reference in sustainable digital transformation.

How has your workforce been engaged and transformed through this journey?

The digital transformation of Banco do Brasil was supported by a deep mobilization of the workforce. The bank adopted an agile work model, with multidisciplinary squads and shared leadership between IT and Business, promoting collaboration and purpose on its administrative areas, near 15,000. Programs like the Digital Academy and the Leadership School empowered thousands of employees in data, AI, agility, and digital culture. Internal surveys show an increase in engagement, clarity of roles, and motivation to innovate. Leadership played a central role: it inspired, guided, and created a safe environment for experimentation and learning. The result was a leap in productivity (from 14% to 23%) and greater proximity to customers. The data culture, active listening, and valuing diverse perspectives consolidated a lighter, more adaptable, and human organization.


What measurable outcomes demonstrate the success of your transformation?

The digital transformation of Banco do Brasil has generated significant and measurable results. The productivity of the teams increased from 14% to 23%, with a 71% reduction in the average delivery time of solutions. BB Pay grew by 688% in 2024, moving R$ 8.5 billion. More than 93% of transactions migrated to digital channels, particularly BB WhatsApp, which achieves a 98.7% resolution rate via bot. The BB Super App is among the 10 most accessed in the country and is the most inclusive in the sector, with resources in voice and braille. Internally, over 80,000 employees have been trained in AI, data, and agility. Customer satisfaction has also improved, with enhancements in NPS and greater perception of convenience and innovation. These results reflect active leadership, a collaborative culture, and a continuous focus on efficiency, inclusion, and excellence.