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Consumer insurance (general insurance)
Consumer insurance (general insurance)
When we started
When we started
They were a company full of aspiration, ideas and enthusiasm but without a clear way forwards and some previous false-starts.
Now they have
Now they have
Fully costed plans, a delivery team in place, new vendors engaged and full support of the board.
They have a programme up and running delivering new technology that will power their transformational growth. This will create the capacity and headroom to take the products & services that make them number 1 in in their current market and expand across their global region.
What we did
What we did
Assembled, structured and solidified their business strategy
Led the engagement with the board to secure the necessary funding, putting in place a regular transformation subcommittee
Defined the programme roadmap spanning technology, organisational design and business change
Identified the enabling technologies and required budgets
Recruited and built a team to deliver the programme, putting in place necessary governance for delivery and technology decision-making
Created the procurement documents for the main technology elements
Identified viable vendors that could fulfil the organisations aspirations and that would be a good “partnership match”
Provided leadership and guidance at a board and executive level, with specific mentoring support to the General Manager for IT and the Senior Analytics Manager
Large UK-based Financial Advice Network
Large UK-based Financial Advice Network
When we started
When we started
The IT team was split into 3 with no clear joined-up strategy, a significant level of technical and skills debt with challenges in meeting the demands of an ambitious change programme.
Now they have
Now they have
A clear costed 3 year strategy, a collaborative, unified, leadership team, new cloud-based customer-service delivery, a structured approach to cyber security with improved risk posture and a fully supported programme rolling new systems out to the network.
Together we achieved an order of magnitude increase in change-project delivery throughout the covid pandemic to lay strong foundations, create team confidence and enable their flagship programmes.
What we did
What we did
Built a leadership team with clear management, delivery, leadership and fiscal responsibilities
Created a costed technology roadmap and put in place a design authority to coordinated technical decision making
Initiated, sourced and delivered:
Cloud-based contact centre with AI call analytics to support a distributed/hybrid contact centre
Zero-infrastructure telephony to support flexible hybrid working based upon Microsoft Teams
New website to support distributed content management, multi-channel/branding and parent company rebrand
New IT Service Management system with improved ITIL-based processes to power the transition from internal to external service provider
A £2m programme of auditable cyber-strengthening with visibility and assurance provided to the board
Defined and ran an initiative reporting into the Executive Steerco which ensured that the outputs of a major CRM-based advice system programme were properly and measurable supported
Fast switch from being office based to hybrid working including technologies, ways of working and recruitment policies (implemented as a permanent change to create competitive advantage)
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