Survey for bankers

Goal:

A successful implementation of the experience survey for our bankers and providing valuable insights that drive action and continuous improvement for our merchant services as well as adding this data as a validation point into our service blueprint.

Reflection:

Reflecting on my recent work, I’m proud of the role I’ve played in implementing the experience survey for our bankers. This has been a significant project, and I believe it has provided valuable insights into our bankers’ experiences with Merchant.

One of the key aspects of this project was ensuring that all our stakeholders, frontline teams, and product teams received both the feedback themes and the raw data from the survey. This allowed them to gain a deeper understanding of what our bankers are saying about their experience with Merchant.

Although the survey was product agnostic, we received feedback from over 55+ bankers about their issues with Merchant, business cards, etc. This feedback was shared with the whole product group, providing a valuable opportunity to understand pain points and showcase the value of customer testing. The service blueprint has been an effective tool in this process.

While we may know things are broken, having data points from surveys uplifts and supports our narrative for change. This has led to our Tribe lead wanting our product group to be more customer testing focused and encouraging all its members to get in front of our bankers and customers to validate what could work better.

How did we bring this all to life?

Our experience framework was at the top layer to govern and track how our experience show up for each product underneath. This was we knew what 'good' looks like and we could track how it shows up today. In this case, via our Merchant service in market.

Goal:

A successful completion of the Service Blueprints for Merchant Services would provide a comprehensive understanding of all processes, identify pain points, align stakeholders, aid in future planning, and enhance customer experience at every touchpoint.

Reflection:

Reflecting on my recent achievements, I’m particularly proud of the successful completion of the merchant service blueprint. Not only was this project completed ahead of schedule, but it also provided valuable insights for our Executive Team as part of the Operational Excellence Initiative. This success was made possible due to the incredible support I received from the teams in Merchant, both product and frontline. The stakeholder engagement work I had done beforehand played a crucial role in this. Having a collective template with all the other product design leads also significantly fast-tracked this work. After the blueprint was delivered, all the data points, technology, and systems were supported by key stakeholders adding their SME knowledge. The involvement of everyone from our Safe Business Officer, Tech Leads, Product Teams, to Frontline Teams in refining and ensuring the story spans across Westpac was invaluable. It empowered the frontline to take ownership of fixing some of the accountability and process issues in their space and helped the product team understand what is needed to fix long-term pricing and remediation issues. This work also fed into the Operational Excellence work and has become a key artefact driving conversations today.