In 2014 National Australia Business Bank (NABB) recognised that they were losing market share to online start-ups who were more agile when it came to responding to customer needs and were faster and cheaper in delivering core banking services. They acknowledged a legacy of large scale, expensive and ultimately unsuccessful transformation projects in the Bank. They asked for a different approach to reimagine and reshape the future of the Business Bank.
As responsible Culture and Change Management Director I partnered with Digital and Operating Model Design colleagues to develop a customer centric design thinking approach and agile, prototyping delivery methodology, to reshape key customer facing processes in the NAB Business Bank. The innovative programme methodology created
Motivated and empowered cross-functional agile teams to challenge conventional customer processes
Innovation labs (NAB Labs) that rapidly reimagined services and ways of working
Enterprise-wide communication showcases to accelerate behaviour change
Leadership design authorities to solve problems and provide clear bank ownership of the programme
The programme resulted in radical improvement to customer response times and effectiveness and changed the way Bank leadership approached business projects across the organisation from that point forward.