The transformation of work in banks: an analysis on IT skills

Past research on the impact of Information Technology (IT) in retail banks only marginally analysed the relationship between the distribution of IT skills in the workforce and the banks' organisational structure. This article combines case studies and a survey of a sample of European banks, confirming that an upgrading process in IT skills is taking place. Furthermore, the empirical analysis demonstrates how the transition of banks towards new organisational models is correlated with higher average levels of IT skills in the workforce, which allows for exploitation of greater information processing capabilities and mechanisms offered by IT for accessing information. This article reports some considerations about the evolution of work in banks based on obtained empirical evidence, claiming that empowerment trends allowed by IT upskilling do not necessarily imply a growth in the complexity of work.