1. Reframing a customer centric culture at Westpac NZ
June 2019

2. 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

3. 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

4. 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

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

6. 2. Our Service Promise

7. 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

8. 4. Best Customer Outcomes programme

9. Questions?