La transformación digital en la banca ecuatoriana y su influencia en el ámbito laboral

Abstract

This study examines the digital transformation in Ecuadorian banking and its relationship with the workplace based on the use of mobile banking applications and automated processes that have changed the way financial institutions operate and the activities carried out by their employees. The analysis is based on a mixed approach using interviews and document review, which made it possible to identify variations in both customer service and internal work dynamics. The results show that digitization has facilitated access to financial services, diversified payment methods, and reduced service times, improving the user experience. However, there are also limitations related to technological infrastructure, cybersecurity, and the digital divide between users and staff. In the workplace, there has been a gradual shift from traditional roles to tasks that require greater use of digital tools, adaptability, and information management, which has increased the demand for new skills. At the same time, challenges persist related to the insufficient technological preparation of some employees, which hinders the full use of the solutions implemented and highlights the importance of strengthening continuous training, organizational change management, and human talent development as necessary elements to sustain the digital transformation process in Ecuadorian banking.