The Chief Executive Officer of First Bank of Nigeria Limited, Mr Olusegun Alebiosu, has said the bank’s Digital Xperience Centre initiative is part of a broader effort to redefine how banking connects with education, technology, and the wider community, while improving customer experience without leading to job losses.
Alebiosu stated this during the launch of a new Digital Xperience Centre at the University of Benin, Edo State. The facility is the ninth Digital Xperience Centre established by FirstBank across the country, marking another step in the bank’s ongoing digital transformation drive.
According to the FirstBank chief executive, the Digital Xperience Centres, popularly known as DXCs, are designed to serve as gateways to a smarter, faster, and more personalised banking experience for customers. He explained that the centres are equipped with cutting-edge digital technology and modern self-service terminals that allow customers to carry out a wide range of banking transactions with ease, speed, and high security.
Addressing concerns that increased digital banking could lead to staff layoffs, Alebiosu dismissed such fears, stressing that the centres are meant to complement traditional banking halls rather than replace them. He said the growth in customer numbers and demand for banking services has continued to outpace the expansion of physical bank branches, making digital solutions necessary to reduce pressure on existing infrastructure.
He explained that the partnership between FirstBank and the University of Benin led to the establishment of a digital hub where students, lecturers, staff, and members of the surrounding community can conveniently access FirstBank’s digital banking services. According to him, the centre is designed to place customers in control of their banking needs by offering speed, flexibility, and ease of use.
Alebiosu said the Digital Xperience Centre provides virtually all the services available in a conventional banking hall. These include account opening, updating of personal details such as phone numbers and email addresses, lodging complaints, cash withdrawals, cash deposits, and printing of account statements, among others.
“This digital experience centre set up by FirstBank is to take banking to the next step. It is virtually everything you see in a banking hall, and the same service. You can do everything from account opening, change of phone number, change of email, make complaints, and all others, cash withdrawal, and account statement. You can deposit money into your account,” he said.
He further explained that the centres are designed to reduce overcrowding in traditional banking halls, which often leads to long queues, delays, and customer frustration. By providing an alternative channel for banking transactions, customers can choose the option that best suits their schedules and preferences.
Alebiosu noted that unlike conventional branches that typically close operations by late afternoon, the Digital Xperience Centres operate 24 hours a day, seven days a week, including weekends. He said this feature makes the centres particularly beneficial to students and workers with tight schedules or irregular hours.
“It will not lead to any loss of jobs. More and more people are accessing banking services, but banking platforms are not expanding as fast. This digital experience is to complement a branch. Instead of having crowds in a banking hall, frustration and complaints, people can come to the centre. It is for flexibility,” he said.
He added that students sitting for examinations or engaged in late-night academic activities would not need to worry about banking hours, as they could access services at any time of the day or night. According to him, the ability to bank at midnight or during weekends reflects the bank’s commitment to convenience and customer satisfaction.
“Our DXCs operate around the clock, including weekends, providing the convenience you need to bank anytime in just a few minutes,” Alebiosu said.
The FirstBank CEO also highlighted the environmental, social, and governance value of the initiative. He said the Digital Xperience Centres align with the bank’s ESG principles by promoting financial inclusion, encouraging digital literacy, and deploying sustainable technology to serve underserved and emerging communities, especially young people.
He explained that by situating a Digital Xperience Centre within a university environment, FirstBank is supporting digital skills development and preparing students for a technology-driven financial ecosystem.
The Vice-Chancellor of the University of Benin, Professor Edoba Omoregie, welcomed the initiative and expressed appreciation to FirstBank for bringing the centre to the institution. He said the facility would enhance the daily operations of the university and improve access to banking services for staff, faculty members, and students.
According to Omoregie, the University of Benin is a large academic community with significant financial and administrative needs, and the presence of a Digital Xperience Centre on campus would make transactions easier and more efficient.
“We are excited and grateful to the bank. It is going to expand the scope of our staff and faculty. It will make our operations better. Ours is a big university, and the university is pleased with the bank for bringing it here,” he said.
The launch of the Digital Xperience Centre at UNIBEN adds to FirstBank’s expanding network of technology-driven service points across Nigeria, as the bank continues to respond to changing customer expectations and the growing demand for digital banking solutions.
As competition in Nigeria’s banking sector intensifies and customers increasingly seek speed, convenience, and flexibility, initiatives such as the Digital Xperience Centre reflect the industry’s shift towards blending physical presence with advanced digital platforms to meet evolving needs.
