ANZ NZ
The Situation:
At the time ANZ was oldest and largest bank in NZ with 40% market share and 1.7M personal customers, and undergoing an org-wide ‘Breakout’ Transformation to innovate out of legacy systems and cultural mindsets. Under the visionary leadership of John McFarlane, the bank utilised the latest mindfulness techniques to transform hearts, whilst recruiting in fresh blood to overhaul tired and outdated products and services.
The Transformation:
Leading the product management department for all bank deposits, Melissa took the team through a rapid transformation of all savings and everyday products, redesigning them based on needs-based customer insight. Once new products were designed, test piloting and prototyping got underway testing different supporting service offerings and then migrating customers across once the operational blueprint was set.
This was supported by a complete overhaul of product management systems for significantly improved operational effectiveness. Alongside this, Melissa was also part of a select inner team driving the M&A of National Bank.
The Result:
20-30% uplifts in funds, revenue and new customers. We were held up as an industry exemplar and recognised internationally for our innovation, and I was subsequently poached to Westpac.
