A strategic approach to digital transformation and innovation

The Bank’s strategic focus during the year was on delivering customer-centric solutions that drive innovation through personalized and data-driven financial services. By leveraging artificial intelligence and enhancing Open Banking integrations, alinma aims to set industry standards while aligning with the broader objectives of Saudi Vision 2030.

alinma’s approach emphasizes venturing into new business opportunities and creating market-disrupting propositions designed to attract and engage targeted customer segments. This commitment extends to enhancing customer experiences through real-time, tailored services, ensuring seamless and intuitive interactions across all channels.

At the same time, the Bank focused on increasing operational efficiency by integrating cutting-edge technologies such as AI and automation into its processes, ensuring a future-ready infrastructure that supports sustained growth and innovation.

Reflecting the success of the Bank’s digital-driven strategy, alinma delivered outstanding results across its digital key performance indicators. Digital onboarding accounted for 86% of all new customer acquisitions, marking a 66% growth compared to the previous year. Revenue from digital fees rose by 23%, while financial transactions processed through digital platforms increased by 25%.

Digital sales also demonstrated significant progress. 20% of all bank cards were sold digitally, while personal finance sales surged by 161%, with digital channels accounting for 11% of all loans. Customer satisfaction, as reflected in the Bank’s digital Net Promoter Score (NPS), reached an impressive 72, a 41% improvement over the previous year.

Engagement metrics underscored the growing adoption of alinma’s digital services. The number of engaged users grew by 18%, while active users increased by 26%. The consistent quality of the Bank’s digital services was evident in the lifetime rating of its mobile app, which stood at an exceptional 4.8, reflecting the Bank’s ability to innovate, execute and deliver a superior digital banking experience.

Launching innovative platforms and solutions

alinma introduced a range of new propositions and services throughout the year to strengthen its market presence and enhance customer experiences. One highlight was the launch of the “iz” banking channel, a dynamic platform tailored to engage the youth segment under a fresh new brand, reflecting the Bank’s commitment to fostering financial inclusion and addressing the needs of younger customers.

In Corporate Banking, alinma unveiled a state-of-the-art digital platform, offering advanced self-service capabilities and innovative tools to streamline financial operations for businesses. This revamped corporate internet banking channel delivers an intuitive, seamless experience, with enhanced cash management solutions at its core.

The Open Banking capabilities were expanded by developing a robust API infrastructure and launching a Banking-as-a-Service (BaaS) platform, enabling innovative business use cases and new revenue streams. These advancements position alinma at the forefront of the evolving financial ecosystem, fostering greater collaboration and innovation.

To further personalize customer engagement, the Bank implemented fully automated, data-driven lifecycle management, enhancing activation, retention, and engagement through tailored experiences. Additionally, alinma ventured into beyond banking services with the launch of digital marketplaces and introduced new digital lending products, including student and professional credit cards, while streamlining mortgage, refinance and top-up processes for greater convenience.

The focus on digital capability building continued, with agile transformation delivery reaching an impressive 95% completion rate. Customer satisfaction was also prioritized, maintaining rigorous Net Promoter Score (NPS) monitoring and making strides toward achieving the top position among local banks.

Driving experience and efficiency with AI

alinma has embraced artificial intelligence as a core driver of innovation and operational efficiency, launching several AI-driven initiatives to enhance customer experiences and business outcomes.

AI-powered analytics have significantly improved cross-selling and upselling by delivering deeper insights into customer behavior and preferences. This capability is further demonstrated in the deployment of AI across more than 20 customer value management (CVM) scenarios, enabling highly personalized product recommendations that meet individual customer needs.

alinma’s commitment to ethical AI implementation ensures that all applications align with regulatory frameworks and uphold the highest standards of integrity.

Additionally, the Bank is actively exploring the potential of generative AI for internal use cases, paving the way for innovative solutions that enhance efficiency and productivity. These AI-driven initiatives reinforce alinma Bank’s position as a forward-thinking, technology focused institution dedicated to delivering exceptional value to customers and stakeholders alike.

Forging impactful partnerships

alinma has forged strategic alliances with leading organizations to accelerate innovation, broaden its service offerings and deliver enhanced customer experiences. Collaborating with top technology providers, the Bank has strengthened its digital banking capabilities, ensuring seamless and cutting-edge services that cater to evolving customer needs.

The Bank expanded on its marketplace partners offering diverse, value-added services that go beyond traditional banking. Additionally, we deepened our commitment to an open banking ecosystem by collaborating with 12 third-party providers (TPPs), enabling greater flexibility, security and innovation in delivering personalized financial solutions.

Digital transformation and innovation in 2025

In the year ahead, alinma aims to accelerate its digital transformation and innovation efforts through ambitious objectives and transformative initiatives designed to enhance digital adoption, customer engagement and service offerings. The Bank’s key priorities include increasing digital fees by 18%, cards sold digitally by 50% and doubling the percentage of loans sold through digital channels. alinma also aims to increase the percentage of active customers, reflecting its focus on delivering highly personalized and impactful digital experiences.

To support these goals, alinma is launching a series of initiatives that include the implementation of a fully digitalized Straight-Through Processing (STP) system for lending, enabling a seamless and efficient borrowing experience. The new card products will empower customers to design personalized card offerings, while gamification will enhance engagement and customer retention.

Expanding on the business banking capabilities, alinma Bank plans to avail new advanced digital platforms ensuring its wealth, corporate and trade customers have the right resources to manage their financial and operational needs effectively. The Bank will also further its Banking-as-a-Service (BaaS) offerings and seek marketplace expansion that will introduce unique offerings to its valued customers. These initiatives are aligned with alinma’s vision to lead innovation in the banking sector and deliver exceptional value to its customers while driving sustainable growth.