innovative delivery at standard life
DESCRIPTION
Find out why always knowing why, investing in people, not guessing, and not wanting everything leads to successful delivery. Established in 1825, Standard Life is a leading provider of long term savings and investments to around six million customers worldwide. Last year the UK business were looking to rapidly improve engagement with customers. Our business success has been largely through IFAs and employers and we knew we need to do more to support customer directly. This required taking a fresh approach to everything from how we communicate with customers to the digital capability we offer them. On the back of years of large scale regulatory change a radically different approach to delivery was required.TRANSCRIPT
Innovative delivery at Standard LifeJan Roxburgh & Robert McGill
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Context
2
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help customers make the right decisions to achieve a better financial future
Aim
guides
tools
videos case studiesblogs
infographics
graphicsEngage
Guide
Easy
Digital
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BAU change
Challenge
Feasibility
Requirements
Outsourced delivery
Lack of belief
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Solution
New company
Acquisition
Something different
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We will evolve and learn – guided by experience
Progress over
perfection
Small expert dedicated
team
Light governance
Co-creation
No ideologies or
HIPPOs
Autonomous with support
Healthy tension
Small iterations
The ask
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What we delivered
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Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third partiesInternal Use Only - Not to be disclosed outside Standard Life group
Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties 13
Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Key to success
Always know why
Don’t guess
Don’t want
everything
Invest in people
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Invest in people
http://www.youtube.com/watch?v=VS5xKCj1j5w&feature=youtu.be
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Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Always know why
17
Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Don’t guess deliver
Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Invest in people
Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Key to success
Always know why
Don’t guess
Don’t want
everything
Invest in people