Innovative delivery at Standard Life

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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.

Published in: Business, Economy & Finance
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Innovative delivery at Standard Life

  1. 1. Innovative delivery at Standard Life Jan Roxburgh & Robert McGill
  2. 2. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties Context 2
  3. 3. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties help customers make the right decisions to achieve a better financial future Aim guides tools videos case studies blogs infographics graphicsEngage Guide Easy Digital
  4. 4. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties BAU change Challenge Feasibility Requirements Outsourced delivery Lack of belief
  5. 5. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties Solution New company Acquisition Something different
  6. 6. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties 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
  7. 7. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties What we delivered
  8. 8. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
  9. 9. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third partiesInternal Use Only - Not to
  10. 10. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
  11. 11. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
  12. 12. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
  13. 13. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties 13
  14. 14. 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
  15. 15. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties Invest in people http://www.youtube.com/watch?v=VS5xKCj 1j5w&feature=youtu.be
  16. 16. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties 16
  17. 17. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties Always know why 17
  18. 18. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties Don’t guess deliver
  19. 19. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties Invest in people
  20. 20. 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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