story type: Banking & Financial Services

As Australian Financial Group (AFG), a leading Australian mortgage broking group, embarks on a continuous digital journey to meet evolving customer needs and leverage new technology solutions, it partners with Versent to propel its digital transformation forward. Serving as Versent’s strategic change partner, FDG Consulting ignites cultural change towards digital innovation within AFG, ensuring seamless integration of technology and maximising readiness for the journey ahead.

Opportunity

AFG, committed to enhancing customer experiences and embracing digital innovation for their broker community sought a digital partner to accelerate its digital evolution, navigate the complexities of digital transformation and drive ongoing enhancements and efficiencies. The opportunity lies in releasing new features to the market regularly, integrating them into their existing platforms, and building new foundational platform services. This commitment to innovation underscores AFG’s dedication to staying at the forefront of digital excellence supporting their broker community to protect their businesses and grow to new heights.

Solution

Versent and their change partner FDG Consulting supported the growth in AFG’s digital journey. Leveraging our change management expertise, AFG gains invaluable insights into such areas as change and business process impacts, business readiness and go to market strategies for new digital adoption. Versent’s technological strength and innovation complements FDG Consulting’s agile change management approach, ensuring a holistic transformation strategy that empowers AFG to embrace and continue to grow their digital innovation confidently. 

Results

Streamlined Processes: FDG Consulting ‘s change strategy streamlines AFG’s new digital delivery processes, enabling smooth integration of new solutions and features to the market. 

Cultural Transformation: Versent and FDG Consulting strengthen the culture of digital innovation within AFG, bringing new ideas to further empower teams to embrace change, a high-performance team mindset and drive ongoing improvements. 

Uplifting Ways of Working: FDG Consulting supports uplifting ways of working, fostering agility, team harmony and collaboration across 90+ digital project team members and numerous stakeholder groups. 

Maximising Readiness: FDG Consulting’s meticulous approach ensures AFG is fully prepared during their digital change, maximising readiness for the journey and digital product releases ahead. 

Enhanced Customer Experience: AFG’s commitment to digital evolution, partnered with FDG’s strategic change approach, results in enhanced customer experiences, effectively meeting evolving needs. This includes releasing new digital features to their thousands of brokers and bringing together different product development teams. 

Continuous Innovation: AFG’s partnership with Versent and FDG Consulting propels its digital journey forward, ensuring ongoing innovation and adaptation to market demands. 

James McLean Versent Program Principal said: “Versent and FDG Consulting ‘s partnership is instrumental in driving digital change readiness and adoption for our clients. Together, we have empowered AFG to embrace change and be actively involved in the transformation journey. By aligning people, processes, and technology, the FDG agile change approach maximises the successful implementation and adoption of digital projects.” 

Versent and FDG Consulting ‘s strategic alliance exemplifies the power of collaboration in driving digital transformation. By prioritising change management alongside technological advancement, AFG propels itself towards a future of digital excellence, with Versent and FDG Consulting as trusted partners in its ongoing journey. 

Contact FDG Consulting to embark on your change and transformation journey today.

FDG Consulting partnered with NAB, one of Australia’s largest banks, to support their Digital Business to speed up their velocity in delivering new digital solutions to customers and uplifting their Agile ways of working.

FDG Consulting partnered with NAB, one of Australia’s largest banks, to accelerate their digital business, uplifting their Agile ways of working and expediting the delivery of new digital solutions to customers.

Collaborating closely with NAB teams, we designed and implemented a new agile operating model within the digital services business. This involved establishing new roles, teams, and streamlining interactions across impacted groups. The introduction of dynamic upfront solution shaping, and rapid delivery squads aimed to meet the objective of “We Want to Go Faster!”

By integrating human-centred design into our change strategy and interventions, we engaged leaders and teams in understanding how the workplace is evolving, connecting individuals to a higher purpose and cultivating meaningful conversations with stakeholders and employees. This approach strengthened the narrative on the ‘why’ informing NAB’s digital vision and goals which we revamped as part of the change.

Early involvement of key stakeholders, including leadership, digital services and technology teams to gather insights, address concerns, and ensure alignment with organisational goals was key to designing and implementing the new agile operating model. 

This transformative new operating model impacted people, processes, and systems. Our Change team closely collaborated with NAB’s digital team to assess and document existing workflows, processes, and interactions. We then created a new operating model design, organisation structure and interaction maps. We embedded agile principles and values into the operating model, emphasising flexibility, collaboration, iteration, and continuous improvement. 

Defining clear roles, responsibilities, and accountabilities and communicating these across the NAB digital services teams was paramount to promote transparency, accountability, and leaning into efficient collaboration.

We promoted and uplifted capability on an Agile mindset and rituals throughout the digital teams and the broader business, facilitating the adoption of the enhanced digital operating model and new ways of working.

The NAB Digital Services teams, with the support of our FDG Consulting Change team accelerated the velocity and release of digital solutions including customer digital app enhancements, significantly enhancing the digital experience for millions of customers.