National Bank of Kuwait is committed to ensuring client satisfaction through a digital-first approach, banking career programmes and exclusive offerings.
Digitalisation has become an increasingly important strategy for banks looking to provide a an effortless and streamlined customer experience.
With the rise of mobile and online channels, customers expect to be able to access banking services from anywhere and at any time. In response, lenders are prioritising their digital-first approach and developing new features and services to enhance their online offerings.
The shift towards digital banking has also increased efficiency and cost savings for banks as more transactions are completed through digital channels.
Digital-first strategy
National Bank of Kuwait (NBK) is prioritising its digital-first strategy to enhance the customer experience, expand its range of services and increase client acquisition through online channels. In line with this strategy, the lender has launched Kuwait’s first fully digital bank, Weyay Bank, which targets the youth market.
To better serve its customers digitally, NBK has added new features to its mobile and online platforms. These features include end-to-end digital onboarding, digital loan and card applications, smartwatch payments, and self-service branches.
As a result of this digital push, the adoption of the lender’s products through online channels has increased and transactions have been moved from physical to digital channels. Additionally, NBK has integrated customer journey management platform Qmatic and its mobile app for booking appointments, thus increasing client flexibility and convenience.
Committed to education
In the fast-paced banking industry, continuous training and skills development is crucial to stay ahead of the competition and ensure high-quality customer service. With a focus on training and skills development, lenders can improve employee retention rates, enhance the quality of their products and services, and ultimately achieve long-term success.
Many banks, including NBK, recognise the importance of investing in the professional development of their employees. The lender’s commitment to education is evident from its NBK Academy initiative, which was launched in 2008. The programme trains fresh graduates in essential skills and knowledge about the banking sector, preparing them for a career at NBK. It also offers a holistic development journey through various stages of induction programmes, technical and soft skills courses, rotation, e-learning and on-the-job exposure over the course of six months.
NBK Academy also conducts training with local and international vendors such as the UK’s Euromoney Learning and Zishi Group (formerly known as BG Consulting) as well as the US’ FranklinCovey and Thomson Reuters. Additionally, the programme provides in-house training and business inductions to upskill participants.
Mena Retail Banker of the Year
Mohammed al-Othman serves as the head of National Bank of Kuwait’s (NBK’s) consumer banking group (CBG), where he oversees the development and implementation of strategies across several business areas. These areas include banking products, digital channels, the country’s largest branch network, call centres, business acquisitions and a centre of excellence.
Al-Othman’s leadership involves managing a team of more than 1,500 professionals across various units and spearheading initiatives to enhance the customer experience while also driving NBK’s digital-first strategy. In addition to his role as CBG head, Al-Othman has launched Weyay Bank, the first and only fully digital bank in Kuwait, which aims to address the challenges that the bank’s younger customers face in conventional banking.
National Bank of Kuwait has won multiple accolades at the Mena Banking Excellence Awards 2023, including Best Retail Bank – Kuwait, Best Youth Programme Initiative and Excellence in Service: Priority Banking. In addition, NBK’s head of consumer banking group Mohammed al-Othman has been named Mena Retail Banker of the Year.