One transformation, carried division by division

IAG was becoming a purpose-led company, “to help make your world a safer place,” while introducing a new operating model and integrating the Wesfarmers insurance underwriting business. The three ambitions were connected, but each division met them differently, alongside its own changes to systems, customer measures and everyday work. The Group Transformation Office needed one approach that every division could carry in its own way.

Becoming purpose-led meant more than adopting a new statement. It invited questions about what the organization should pay attention to, what it needed to be capable of doing, and how its operating model could support those priorities.

Different divisions were also carrying different changes at different times. The challenge was to provide a coherent approach while allowing each division to work through its own circumstances, priorities and capacity for further change.

• Divisions leading their part of the transformation with the same tools and governance.
• Underwriting staff shaping the solutions for their own colleagues.
• Internal trainers able to keep the "Leading Change" workshops going.

Any transformation that several divisions have to carry at once, each with a different starting point, different priorities and a different capacity for more change.

“Samuel is a truly gifted Change Manager with exceptional facilitation skills and a pragmatic approach to achieving outcomes… Samuel loves helping people challenge their thinking around an issue, always maintaining a highly respectful and courteous demeanor.”— Peter S., General Manager and Program Director · managed Samuel at IAG