Agile Coaching at a Bank
Big-Four Australian Bank (Mobile Solutions Team)
The Story
The Challenge
ADAPTOVATE's client was a big-four Australian bank whose mobile solutions were being challenged by increasingly sophisticated customer expectations, the rapid pace of market change, and the entrance of disruptive innovators. The rest of the bank had embarked on a large-scale Agile transformation and the mobile team were finding it difficult to align their work with other teams. The challenge was two-fold: the mobile solutions team needed to increase their speed to market and learn how to work in alignment with the other teams.
Our Approach
In collaboration with the bank, ADAPTOVATE co-designed a new operating model to rapidly deliver innovative customer solutions through a new cross-functional Mobile tribe:
- Trained and mobilised 20 cross-functional squads within the new tribe on agile ways of working to establish a common tribe-wide language and baseline understanding
- Assessed the maturity of each squad to focus coaching efforts
- Coached the tribe leaders in new ways of leading their teams — giving and receiving open feedback, overcoming obstacles, and continuous improvement
- Developed and implemented simple yet effective tools to ensure transparency and alignment on priorities throughout the tribe
Results & Impact
Outcomes
Using a new agile operating model, ADAPTOVATE helped the bank transform its delivery of customer value, with the mobile team adopting a new culture that put agility at the heart of their work. Taking three months and involving 200 people, it led to higher levels of staff engagement, increased ownership down to the individual, and fundamentally better customer outcomes.
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