QNB’s 2025 digital transformation programme expanded the role of mobile, internet banking and self-service channels across customer journeys in Qatar
Digital banking is becoming harder to judge by app functionality alone. The stronger test is whether customers can use digital channels for a wider range of daily banking needs and whether that use is growing. Qatar National Bank’s (QNB’s) 2025 programme answered that test with a broader set of mobile, internet banking and self-service capabilities, supported by higher year-round digital activity.
QNB added more than 60 features and enhancements in 2025 across QNB mobile, internet banking and self-service machines. The updates covered digital account opening, payments, card services, deposits, customer information updates and digital services for SMEs. The programme also extended across the bank’s international network, allowing customers to access and manage QNB accounts in several markets through the same digital channels.
Usage growth
Usage moved with the build-out. QNB recorded stronger activity across mobile and internet banking, alongside growth in its registered digital customer base and digital account opening. Digital transaction volumes also increased significantly, moving the story beyond a feature-led digital banking case alone.
The more persuasive part of the story is the range of use cases. Customers can open accounts digitally, access virtual cards, approve e-commerce transactions via push notifications with biometric authentication, use Fawran instant payments, instantly transfer to Visa cardholders in more than 70 countries, manage e-commerce card limits and update personal details digitally. Self-service banking also forms part of the proposition, with multi-functional self-service machines supporting cash withdrawals and deposits, cheque deposits, video teller services, and card and cheque book printing.
Security focus
Security was also an integral part of the digital proposition. In 2025, QNB implemented a fraud monitoring system for digital channels and strengthened controls around mobile device registration and payments. That gave the digital bank case a stronger operational base – customers were being moved into digital journeys, but with additional controls around the channels carrying that growth.
The judges recognised a feature-rich proposition with broad use cases, supported by relevant success metrics. The digital bank title was not earned by a single product or customer journey. It was earned by the way QNB connected onboarding, payments, cards, transfers, self-service and SME services into a wider digital banking model.
QNB’s scale also gives the story a useful public reference point. In its 2025 financial results, the bank reported QR17bn ($4.7bn) in net profit and QR1.4tn in total assets. While the digital programme carries the case, the results show the institutional scale behind the bank’s continuing investment and commitment to digital banking.
| THE JUDGES’ VIEW
The judges recognised QNB for the breadth of its digital banking proposition, noting the wide range of customer use cases and the supporting metrics on digital usage, account opening, transactions and customer recommendations. |
| PRODUCT MARKETING SUPPORTS DIGITAL MIGRATION
Winner: Best for Product Marketing QNB’s product marketing supported the same shift towards more active digital use. The bank used awareness campaigns to explain new digital features and encourage customers to use mobile and internet banking, and self-service machines more actively. The clearest proof point was its international funds transfer campaign, which ran in two phases over 20 weeks. The campaign deployed social media, SMS, push notifications, email, targeted digital advertisements and in-app banners to move retail customers towards digital international transfers. QNB recorded double-digit growth in fund transfers during the campaign, alongside stronger transaction volumes through mobile and internet banking. High customer engagement gave the campaign a practical base, linking the marketing activity to increased digital use rather than visibility alone. QNB’s product marketing was recognised for supporting digital adoption, with the international funds transfer campaign showing a clear link between customer communication and higher digital transaction activity. |