The bank is setting a new standard for retail banking in Kuwait through integrated payment innovation, streamlined lending and the country’s most expansive SME banking platform
Across the Gulf, banks are navigating a sharp pivot toward digitalisation, financial inclusion and SME growth as national development strategies accelerate. National Bank of Kuwait (NBK) has emerged as a market leader by translating these priorities into a cohesive retail banking strategy; one that combines fintech-driven innovation, digital-first lending and deep-rooted SME support.
NBK has positioned its mobile app at the core of its banking ecosystem, with digital financial transactions increased sixfold in the past five years maintaining 91% customer satisfaction rate.
Reimagining payments
NBK has reshaped contactless banking with full wallet integration with Apple Pay, Samsung Pay, Fitbit and more, across its 20+ debit, credit and prepaid cards. Real-time P2P transfers are enabled via Quick Pay and QR payments. Regionally, the bank has launched AFAQ, the GCC’s unified payment system, for cross-border transfers and WAMD for instant domestic transactions. Its acquisition of uPayments has enabled bank-agnostic gateways and frictionless SME checkout experiences.
SMEs benefit from commercial cashback cards, tailored debit solutions and relationship management via WhatsApp. Initiatives such as Business Banking Plus and a Virtual Relationship Officer hub combine scale with personalised service.
Lending redefined
NBK’s digital loan journey from application to repayment now takes just two days, with projected growth of over 20% in the coming year driven by customer demand for speed and convenience. Its loan portfolio spans personal, SME and green finance, with products including electric vehicles (EV) and energy-efficient home loans.
Retail at every touchpoint
NBK’s multi-channel strategy offers seamless customer access. The bank runs with specialised branches for high-net-worth and underbanked segments. Flagship products such as the 247 cashback Visa Platinum Prepaid Card and the Al Jawhara Saver range, including the country’s first prize-linked junior account, show NBK’s focus on full lifecycle engagement.
The bank’s strategic execution has earned it five honours at the Mena Banking Excellence Awards 2025 – Retail, Digital & SME: Best Retail Bank – Kuwait, Best SME Bank – Kuwait, Best Contactless Payment Experience, Best Payment Solution for SMEs and Best Loan Offering.
Mena Retail Banker of the Year: Mohammed Al-Othman
Few bankers in the region have shaped the future of retail banking quite like Mohammed Al-Othman. As CEO of consumer and digital banking at NBK and chairman of Kuwait National Electronic Banking Services Company (KNET), Al-Othman has fused scale, technology and strategic foresight to modernise Kuwait banks and change what customers expect from their financial institutions.
At the heart of his vision is Weyay, Kuwait’s first fully digital bank. Born from a bold bet on digital-native banking, Weyay has not only captured the Gen Z segment, it has set the standard for what branchless banking can deliver. Under Al-Othman’s leadership, NBK has also deployed more than 150 mobile features, launched Kuwait’s first cashback commercial card for SMEs and reimagined flagship propositions such as Al-Jawhara with new savings tiers and prize mechanics.
Yet his impact extends beyond product. By modernising NBK’s global contact centre with the latest technology into a revenue contribution channel and pushing for wallet and QR integration through KNET, Al-Othman has laid the groundwork for Kuwait’s broader cashless transition. He leads a team of more than 1,800 and oversees Kuwait’s largest retail banking network – a scale matched by his appetite for change.
The Mena Retail Banker of the Year award recognises not just innovation, but influence. Al-Othman’s leadership has delivered measurable gains for NBK and set a precedent for retail banking transformation across the Mena region.