Taking the driver’s seat: our journey to change hearts and minds

We work in the financial services industry which is notoriously conservative; superannuation is no exception. All super funds are desperately striving to differentiate themselves, and they’ve all ended up picking the same point to do it: service.

This is our story about how we are striving to change an organisation with 800+ employees to effectively reverse engineer not only the customer service process but the mindset too. To shift gears in a highly regulated industry is no mean feat – to be bold, but not too bold.

The presentation will cover how we’ve been creating customer-centricity through research, particularly drawing on journey-led change. We will showcase a journey of our journey mapping journey at UniSuper, including the pain points, our thoughts, our feelings, the challenges and the opportunities at each step.