Twiga Group Managing Director Jo Smyth said the work involved change leadership across more than 25 Agile value stream projects, to deliver more than 2000 hours of training to develop employee capability across the organisation.
One of the key achievements was the design and development of an Ambassador Program to create input from cross-functional, peer-nominated, high achievers within the organisation.
“This concept was based on proven engagement methodology and design thinking for innovation with a focus on ‘test and learn’ capability, engagement with rapid change and knowledge-sharing across frontline staff,” she said.
The initial program impact not only accelerated customer digital engagement, but it also improved employee engagement.
“Our co-designed Ambassador Program resulted in teams recording an increase in staff engagement and satisfaction. Additionally, the Ambassador Program team redesigned induction for frontline staff which created a focus on both the customer and digital ways of working through a mixed-media program.
“Other wins for the project included seeing an improvement in digital literacy for more than 1300 frontline staff through capability benchmarking and skills delivery.
“We were also able to share the customer voice through direct staff engagement at a Customer Expo,” Ms Smyth said.
