The business needed to upgrade its core customer platform

Deliver communications and change management.

• Designed approach, delivery schedule, material, training material.
• Coached operational leaders to create material and support their team.
• Used creative ways to showcase the progress, success (and learnings from pilots) to build confidence in the rollout.
• Created a training approach that used real world learning so people learned to use the system blended with the manual and practical activities they would be doing post live.

• The programme had a strong reputation that was widely discussed on internal social media with colleagues proactively posting their experiences.
• Colleagues were equipped to serve customers with minimal interruption.
• Colleagues from the pilot phase also fed in improvements to surrounding processes which created more benefits and a better customer and colleague experience.

• Business Change Management & Communication
• digital transformation

• Organisational Agility & Effectiveness