Caroline Wall is the Head of Customer Vulnerability at CBA, where she leads pioneering work to protect customers from financial abuse and technology-facilitated harm. She spearheads CBA’s response to abuse in transaction descriptions, implementing artificial intelligence and machine learning to detect abusive behaviour and support impacted customers. She is a driving force behind embedding Safety by Design principles into CBA’s banking systems, ensuring products and services are flexible, secure, and cannot be weaponised to cause harm. With a strong focus on safe service design, Caroline collaborates across teams to embed vulnerability awareness into policy, product, training, and frontline practices. The work that she leads supports CBA’s Next Chapter program, which supports people across Australia who have been impacted by financial abuse.