Reframing a customer centric culture at Westpac NZ June 2019

Westpac NZ’s journey has set itself up well for a strong customer focus through a new way of working Phase 3: Accelerating for growth Phase 2: Building momentum Phase 1: Building a strong foundation Become a truly customer-centric organisation by evolving a new way of working Launch of Best Customer Outcomes programme Adoption of Agile methodology throughout the organisation to enable delivery at high velocity while maintaining execution excellence Creation of a work environment that strongly engages employees, building skills, knowledge and capabilities Roll out of further digital improvements to customer platforms Launch of ‘Fit’ programme to catalyse improvements to processes and platforms Investment in WorkSMART initiative to improve ways of through co-location and enhanced facilities Adoption of Customer Journeys in the Consumer bank Renewed commitment to a stronger customer focus Embedding of Motivate, a new approach to Performance, Development & Reward Embedding of the Service Promise and Own Every Moment into culture Investment in technology to address biggest customer pain points 45da24bbfb805950fd766af434c17f7c

Westpac NZ’s journey has set itself up well for a strong customer focus through a new way of working Phase 3: Accelerating for growth Phase 2: Building momentum Phase 1: Building a strong foundation Become a truly customer-centric organisation by evolving a new way of working Launch of Best Customer Outcomes programme Adoption of Agile methodology throughout the organisation to enable delivery at high velocity while maintaining execution excellence Creation of a work environment that strongly engages employees, building skills, knowledge and capabilities Roll out of further digital improvements to customer platforms Launch of ‘Fit’ programme to catalyse improvements to processes and platforms Investment in WorkSMART initiative to improve ways of through co-location and enhanced facilities Adoption of Customer Journeys in the Consumer bank Renewed commitment to a stronger customer focus Embedding of Motivate, a new approach to Performance, Development & Reward Embedding of the Service Promise and Own Every Moment into culture Investment in technology to address biggest customer pain points 45da24bbfb805950fd766af434c17f7c

Building a strong focus on customers through behavioural and cultural change Adoption of ‘Motivate’ – a new approach to performance, development and reward focused on adopting a growth mindset and putting behaviours first Launching ‘Our Service Promise’ – designed to empower our staff and bind us together culturally around a shared ambition to deliver amazing Service every day Adopting a new ‘Way of Working’ – bringing our employees closer to our customers, and empowering them to deliver outcomes faster with less silos and less handoffs Launching a ‘Best Customer Outcomes’ programme – to establish a line of sight to our customers for every employee at Westpac and supporting our leaders to shape a customer-centric culture

1. Motivate – founded on a Growth Mindset & Behaviours First approach

2. Our Service Promise

3. Adopting a new Westpac Way of Working Best customer outcomes Employer of choice A true digital experience Faster to market Become a customer-oriented company Improve overall customer satisfaction across channels Enhance our people proposition and talent development Strengthen both functional expertise and cross-functional collaboration Build the digital backbone of WNZL Enable higher degree of customer advice and service through digitisation of internal processes Faster time-to-market by doing less business with ourselves E2E accountability to ensure quality

4. Best Customer Outcomes programme

Questions?