Find out why always knowing why, investing in people, not guessing, and not wanting everything leads to successful delivery. Established in 1825, Standard Life is a leading provider of long term savings and investments to around six million customers worldwide. Last year the UK business were looking to rapidly improve engagement with customers. Our business success has been largely through IFAs and employers and we knew we need to do more to support customer directly. This required taking a fresh approach to everything from how we communicate with customers to the digital capability we offer them. On the back of years of large scale regulatory change a radically different approach to delivery was required.

1. Innovative delivery at Standard Life
Jan Roxburgh & Robert McGill

2. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Context
2

3. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
help customers make the right decisions to achieve a better financial
future
Aim
guides
tools
videos case studies
blogs
infographics
graphicsEngage
Guide
Easy
Digital

4. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
BAU change
Challenge
Feasibility
Requirements
Outsourced
delivery
Lack of belief

5. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Solution
New company
Acquisition
Something different

6. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
We will evolve and learn – guided by experience
Progress
over
perfection
Small expert
dedicated
team
Light
governance
Co-creation
No
ideologies or
HIPPOs
Autonomous
with support
Healthy
tension
Small
iterations
The ask

7. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
What we delivered

8. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties

9. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third partiesInternal Use Only - Not to

10. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties

11. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties

12. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties

13. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties 13

14. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Key to success
Always
know why
Don’t
guess
Don’t
want
everything
Invest in
people

15. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Invest in people
http://www.youtube.com/watch?v=VS5xKCj
1j5w&feature=youtu.be

16. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties 16

17. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Always know why
17

18. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Don’t guess deliver

19. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Invest in people

20. Confidential Restricted – Not to be disclosed beyond authorised roles within Standard Life group or authorised third parties
Key to success
Always
know why
Don’t
guess
Don’t
want
everything
Invest in
people