$400m in revenue unlocked and 750k new customers at a large Australian insurer
Insurance
The Challenge
A major Australian insurer was targeting $400m in new revenue and 750,000 new customer acquisitions but its operating model couldn’t support the ambition. Two critical functions, digital product and technical operations, were working in isolation across 13 divisions, fragmenting delivery and blocking the cross-divisional collaboration needed to achieve targets.
Our Approach
Conducted a diagnostic of the current operating model and co-designed a roadmap of strategic recommendations to breakdown silos and enable cross-divisional delivery:
- Consolidated 13 divisions into 7, integrating digital product and technical operations to remove structural barriers to collaboration
- Designed a centralized transformation function to drive the transition and embed continuous improvement across the organization
- Identified 12 future capability groups across delivery teams, mapping capabilities and roles to the new model
Results & Impact
Outcomes
By redesigning its operating model to break down silos, the insurer unlocked $400m in new revenue and acquired 750,000 new customers, while simplifying its structure by consolidating 13 divisions into 7 – enabling faster, joined-up delivery across the organization.
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