Shifting how a major bank listens, responds and acts at scale
Industry
Financial Services
Challenge
Customer Voices: Embedding a New Way of Working
Timeline
Change Program
Impact
Bank-wide Adoption achieved, Behaviour Change embedded, Repeatable Listening rhythm
The Challenge
NAB was launching Customer Voices, one of its most important strategic initiatives, designed to transform how frontline teams listen and act on customer feedback.
But shifting the operating rhythm of a 35,000-person organisation requires more than new processes. Without the right change support, this risked becoming another 'program' that didn't stick.
Our Approach
Three months of consultation, workshops and stakeholder interviews revealed a critical gap: employees understood the concept, but lacked a clear narrative about why it mattered, and practical tools to act on feedback confidently.
Leaders needed alignment around 'must-win battles', not just a rollout plan.
What We Delivered
- Co-created a compelling narrative that made Customer Voices personal and purposeful for colleagues
- Designed new routines, rituals and tools that supported daily behaviour change at scale
- Produced communication assets to help frontline teams act on customer insights in real time
- Built a leader-led engagement model to drive adoption and build customer-centric culture
The Results
Customer Voices became an enduring pillar of NAB's transformation. Not a program, but a new way of working. Teams understood how to act on insights, leaders had clarity to drive change, and the bank established a repeatable rhythm for listening and improving the customer experience.
Facing a similar challenge?
We'd love to explore how Bunch can help you bridge the gap from ambition to action.