Leading Business Process Transformation

The Business Problem

Successful insurance providers bring the customer into the heart of the business. For Partners Life this meant a revolutionary industry first change to remunerate advisers based on customer outcomes.

The Fix

Luminate were asked to run a project delivering a new outcomes aligned remuneration model. Technically that meant multiple vendors and platforms, each needing new functionality and integrations. From a BAU perspective, changes to business operations required a comprehensive programme of training and comms.

The Outcome

We delivered Partners Life a new customer outcomes aligned adviser remuneration model, on time and on budget.

Lessons Learned

  1. A clearly documented “North Star” meant a strong vision of the problem and its impact, along with success and measurement criteria. This clarity gave certainty and strategic rigour for us to fall back on when inevitable challenges arose.
  2. Allocating time and funding at the outset to run proof of concept flushed issues out early. No surprises were essential for a project delivering a groundbreaking industry approach. The margin for error in customer and employee acceptance was slim, so a low risk, up-front discovery was imperative.
  3. People. People. And then… people. Vendors were tasked with giving us their A-team, people with the “skill and will’ to deliver under pressure. This built strong cross-vendor trust, creating the willingness to collaborate and commit that we needed to succeed.
  4. With a strong and highly responsive sponsor and business owner, clear escalation paths stopped the delays and uncertainty so devastating and derailing to projects. From the top down, clear project roles and responsibilities, with accountabilities conveyed, understood and accepted from project mobilisation, eroded our project risk.

Customer Feedback

“From imagining the concept, right through business casing, developing the proof of concept, and finally operationalising and automating the process, we were fortunate to have a Luminate PM as our lead.”

– Tony Arthur, Chief Commercial Officer, Partners Life