Metrobank Wins 2025 Excellence in Innovation Culture Award

We're proud to announce Metrobank as the recipient of On-Off Group's 2025 Customer Impact Award for Excellence in Innovation Culture.

Throughout its long history, Metrobank has championed customer-centricity, putting customers first in every service they provide. In 2025, they made a deliberate investment in Design Thinking as a critical skill for their teams—equipping employees with the ability to empathize with clients, develop innovative solutions, and prototype effectively.

"In today's highly competitive landscape, adopting a Design Thinking mindset gives us a distinct advantage."
— Steve Asuque, Head of Learning Delivery, Metrobank

"What stood out about Metrobank was their genuine curiosity and willingness to challenge assumptions. The participants came ready to learn and left with practical tools they could apply immediately. That's the kind of engagement that leads to real innovation."
— Philip Smithson, Chief Collaboration Officer, On-Off Group

Why Design Thinking Matters in Banking

The financial services industry is undergoing rapid transformation. Digital banking, fintech disruption, and evolving customer expectations are reshaping how banks operate and compete. In this environment, the ability to innovate quickly and effectively isn't just an advantage—it's a necessity.

Design Thinking provides a structured approach to innovation that starts with empathy. By deeply understanding customer needs, pain points, and aspirations, teams can develop solutions that truly resonate. For Metrobank, this means moving beyond traditional banking mindsets to create experiences that delight customers at every touchpoint.

Interactive and Engaging Training

Participants described the training as interactive and engaging, with practical exercises that encouraged cross-functional collaboration between different units. The feedback highlighted how the various activities, case studies, and breakout sessions kept everyone involved and energized.

Key elements of the training included:

• Empathy mapping exercises — helping participants see challenges through their customers' eyes
• Rapid ideation sessions — generating creative solutions without judgment
• Prototyping workshops — turning ideas into tangible concepts that can be tested and refined
• Cross-functional team challenges — breaking down silos and fostering collaboration across departments

The hands-on nature of the training ensured that participants didn't just learn about Design Thinking—they experienced it firsthand and left with practical tools they could immediately apply to their work.

Building a Culture of Innovation

For Metrobank, this isn't a one-time initiative. They recognize that the banking industry is rapidly evolving—driven by emerging technologies, shifting customer expectations, and changing demands for banking services.

By building a culture of innovative thinking, they're positioning themselves to:

• Adapt quickly to market changes — responding to disruption with agility rather than resistance
• Create meaningful customer-centered solutions — designing products and services that solve real problems
• Maintain their standing as one of the strongest banks in the Philippines — staying ahead through continuous innovation
• Attract and retain top talent — creating an environment where creativity and initiative are valued

What Makes This Award Special

The Excellence in Innovation Culture Award recognizes organizations that don't just adopt Design Thinking as a one-off workshop, but embrace it as a fundamental shift in how they approach challenges and opportunities.

Metrobank demonstrated this commitment through their investment in training multiple teams across the organization, their leadership's active participation in the program, and their clear vision for how Design Thinking fits into their broader strategic goals.

Congratulations to the entire Metrobank team for their commitment to innovation. We look forward to seeing the customer-centered solutions that emerge from this investment in their people and culture.