NAB

Organisational Change, Customer Journeys

NAB partnered with the Boston Consulting Group (BCG) to invest over $100M as part of the ‘Customer Journeys’ Program to re-imagine customer experiences based on the major life events they share with the bank. Working with a customer centric cross-functional team, devised and led the implementation for both take-to-market and take-to-business strategies for the Personal Credit Card (PCC) Customer Journey.

Responsibilities & Contributions

  • Led Change Delivery, at leadership & functional levels to articulate the vision, rationale and a clearly defined scope (against benefits).

  • Change Assurance, by introducing a ‘commercial’ and ‘customer’ impact lens to support performance units in capturing demonstrable evidence that the change landed successfully.

  • Business Readiness, including input into end-to-end business planning and scenario testing, hypercare and support models, and operational readiness assessments to ensure the most complex change transitioned smoothly from project to BAU.

Achievements

  • Leveraged Business Architecture Models to perform organisational design, business impact assessments, and tailored interventions, to land change safely with 30,000 NAB employees, requiring a bespoke implementation plan for over 20 different performance units and over 100 teams.

  • Established SAFe for agile change portfolio planning and delivery, including continuous improvement to track and realise benefits, to support rapid deployment of digital services for customers, with an aim to realise $60 million benefits by 2020.

Julie Cook