Phoenix Group, UK

Helping the Phoenix Group adopt new ways of working, so they can deliver faster

Public Digital helped us to understand that digital isn’t only about technology. It’s about how the whole organisation operates, and it starts with culture and processes. We’re seeing real benefits from working in the open. We’re using masterclasses to develop a common base of understanding and language. We have regular show and shares. And a blog site that people from across the organisation contribute to. We are embedding our agile delivery approach to solving customer problems.

Jenny HoltManaging Director for Customer Savings and Investments

The problem

Phoenix Group is one of the largest long-term savings and retirement businesses in the UK. It's a member of the FTSE 100. The organisation includes the brands Phoenix, Phoenix Wealth, Standard Life, ReAssure, and SunLife. To support its mission to help people secure a life of possibilities, the Group wanted to adopt the mindset, culture and ways of working of an internet-era organisation.

Public Digital was commissioned to help their leadership develop a shared vision for transformation. And work with digital teams to build their confidence in applying new ways of working.

What Public Digital did

  1. 1We assessed the Group’s digital maturity to help them understand the challenges, blockers and opportunities for change.
  2. 2We worked with executives and senior leaders to develop a single digital strategy that is customer-led and enables Phoenix to deliver its ambitious targets.
  3. 3We designed and delivered a curriculum of masterclasses, facilitated by experts in disciplines such as agile delivery, service design, and customer experience.

What Phoenix Group achieved

A Digital strategy that ensures a shared understanding of the conditions for successful change, and the capabilities needed to deliver and scale transformation across the whole of the business.

Teams have the confidence and knowledge to apply agile, iterative working practices, as a result of our masterclasses, and are equipped with the right digital guidance and techniques to test their assumptions faster.

Teams are championing open ways of working and developing new agile governance structures, moving to showing rather than telling

Delivered a discovery phase to understand customers’ needs at the point of retirement and test a new guidance proposition, focused on simplifying later life planning.

  • We ran 20 masterclasses, reaching 200+ people

  • Engaged with more than 30 leaders through one-to-ones and workshops

  • Launched a blog, publishing 13 blog posts in the first 31 days of it being live

Talk to Stacey Walden [email protected] about Public Digital’s work in financial services.

Screenshot of a video call with Phoenix team
Screenshot of a video call with the Phoenix Group team.
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