CaixaBank 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?
CaixaBank has demonstrated its leadership capability by exceeding 2022-2024 Strategic Plan targets (19.4% ROTE > 12%) and successfully integrating Bankia’s franchise, achieving IT integration in 7 months. This has solidified its top position in retail financial services in Spain, with market shares between 25-30% in all main products and segments.
This success is due to coordinated transformations aimed at providing sustainable, long-term value to shareholders and aligning with stakeholders' expectations. These include:
• Enhancing specialized and personalized customer attention through a unique physical distribution platform with 4,111 branches, 46,254 employees, and 12,334 ATMs in Portugal and Spain.
• Modernizing digital channels to improve customer experience and boost digital sales.
• Investing in technology to enhance efficiency, resilience and service quality, leveraging AI and cloud computing.
• Streamlining processes to improve efficiency and flexibility.
• Promoting a culture that prioritizes people and collaboration, balancing upskilling of existing workforce with hiring new talent in new technical domains.
What prompted this strategic transformation?
The strategic transformation was driven by both challenges and opportunities. On one hand, we faced initial unfavorable macroeconomic conditions, such as negative Euribor until April 2022, rapidly evolving customer preferences, and the emergence of competitive threats, from big tech companies to neo-banks. On the other hand, we identified opportunities in the growing importance of ESG factors in customer decision-making, our distinctive customer base and branch network, and our excellent reputation in society.
Beyond this context-specific strategic assessment, we firmly live by our mission “to contribute to the financial well-being of our customers and to the progress of society.” This commitment drives us to remain attentive to the needs of society. Among other actions, we closely collaborate with our main shareholder, ”la Caixa” Foundation, whose 2025 budget amounts to €655 million, with 60% dedicated to social transformation programs, such as fighting against child poverty or promoting labor integration for vulnerable groups.
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