Caroline Wall, Head of Customer Vulnerability at CBA, leads pioneering work to protect customers from financial abuse and technology-facilitated harm. She spearheads CBA’s response to abuse in transaction descriptions, using AI and machine learning to detect and support impacted customers.

A champion of Safety by Design principles, Caroline ensures banking products are flexible, secure and resilient against weaponisation. Her work integrates vulnerability awareness into policy, product, training and frontline operations, including CBA’s Next Chapter program, which supports people impacted by financial abuse.

Caroline also advocates across multiple sectors to shape industry guidelines and utilise emerging technologies to strengthen customer protections.