Transformation - Build Capability

Suncorp Human-Centred Leadership

Facilitating the introduction of new leadership practices for a customer centric organisation to thrive in the 21st century.

THE SITUATION

The challenge—To create opportunities for leaders to understand how customer-centricity resonates with them personally so they might lead the way in customer-centered behaviour and decision making. Leaders cannot embrace true customer-centricity without first understanding how it is relevant to their context. Therefore, to be able to fully embrace, entertain or experiment with new mindsets, we must first establish relevance to self.

Suncorp enlisted Huddle’s expertise to help their leaders establish a reflective practice to enable them to understand what it takes to be human-centred in their leadership and decision making. In designing a program for Suncorp we understood the value of creating opportunities for leaders to understand how customer-centricity relates to them personally in their role as a leader. Not to their business or accountability area, but to them as individuals. 

OUR APPROACH

Through a series of one-on-one facilitated sessions, we helped each leader establish their own reflective practice to reconnect with their own personal journey. The reflection aimed at supporting the leaders in thinking about what they can do differently, in line with assisting the shift towards a more customer-centric way of working.

Through comprehensive reading and tailored activities, the program lead participants through topics such as listening channels, empathy, habits, experimentation and understanding complexity.

THE OUTCOME

The program challenged the team to question their established practices and assess their personal effectiveness in leading a customer-centric culture. It also created a common lexicon for the team so they could become fluent in the language of customer-centricity and how it relates directly to them as an individual, and their role and accountability to the business. By the end of the program, the participants became familiar with the different ways of working required to create a culture which is truly in service of the customer. The final outcome for the business saw an aligned team of leaders who understood how their behaviour impacted the customers. This has been a catalyst for creating a differentiated customer experience.