Metro Bank partners with Infosys for digital transformation to enhance efficiency and customer experience

Metro Bank, the UK’s prominent community bank, has entered a strategic long-term partnership with Infosys, a global leader in digital services and consulting, to bolster its digital infrastructure. This collaboration aims to streamline the bank’s IT and support functions while advancing its digital transformation efforts.

The partnership is part of Metro Bank’s ongoing initiative to enhance efficiency and reduce costs. Leveraging Infosys’ AI-first platform, Topaz, the bank plans to improve its digital capabilities, automation processes, and data management, while embedding artificial intelligence (AI) into its customer service operations. The integration of these advanced technologies is expected to provide a more seamless and consistent experience for the bank’s customers, or “FANS,” as it continues its evolution into a more agile and scalable institution.

Daniel Frumkin, Metro Bank’s Chief Executive Officer, expressed enthusiasm for the collaboration, stating, “This partnership with Infosys builds on our strong foundation, unleashing our potential to become a sustainable, scalable organisation that remains true to our core value of customer-centric service.” Frumkin noted that while the bank will undergo significant changes through the digital transformation, the essence of Metro Bank will stay intact—placing the customer at the centre of its operations.

AI-Driven Transformation to Drive Cost Savings

As part of this transformation, Metro Bank expects to achieve £80 million in annualised cost savings by the end of the year, helping it reach its long-term goal of achieving a mid-to-high teen Return on Tangible Equity by 2027. The bank also plans to expand its footprint by opening new stores, particularly in the north of England, further reinforcing its vision for 2025 and beyond.

Infosys brings to the table its extensive expertise in modernising mid-sized banks. Dennis Gada, Infosys EVP and Global Head of Banking and Financial Services, highlighted that Metro Bank’s unique business model, combined with Infosys’ capabilities, will create a top-tier, customer-centric financial institution. “We are excited to collaborate with Metro Bank in leveraging digital and AI capabilities to drive growth, improve customer engagement, and integrate physical and digital experiences,” Gada said.

Metro Bank’s Vision for the Future

The collaboration between Metro Bank and Infosys underscores the bank’s commitment to enhancing both its technological infrastructure and customer experience. By embedding AI-driven technologies into its operations, Metro Bank aims to stay competitive in an evolving financial landscape, while maintaining its community-focused approach.