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CASE STUDIES

Get to know how I've helped business with these unique case studies.

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01

NAB - LENDING Transformation

‘Simplified loan approvals from 15 -5 days, empowering 12,000 plus staff and boosting customer satisfaction nationwide’

Case Study: Streamlining Lending Operations at Scale

Client: National Australia Bank (NAB)
Sector: Banking & Financial Services
Role: Program Change Manager, Lending Improvement Solutions
Duration: July 2020 – May 2021

The Challenge

As part of a $50 million transformation, NAB needed to simplify and speed up its customer lending processes. Legacy systems and manual workflows were causing approval delays, impacting Net Promoter Scores (NPS) and placing pressure on frontline teams. Change support had to reach more than 12,000 employees across operations, leadership, and customer-facing roles.

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My Approach

I managed three strategic projects across the Lending Improvement Solutions portfolio, each focused on operational uplift and sustainable change:

  • Partnered with Executive Sponsors to define consistent change strategies and align leadership.

  • Designed and delivered targeted training for bankers, Lending Associates, and leaders to support a new end-to-end lending model.

  • Supported the Implementation of a new PEGA CRM system to streamline case management and fulfilment.

  • Led continuous improvement efforts post-implementation to embed habits and fine-tune adoption.

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The Outcome

  • Loan approval times reduced by 66% (from 15 days to 5).

  • 12,000+ employees enabled through structured training and communication.

  • Customer NPS and banker engagement increased across lending operations.

  • Change was embedded through a combined focus on leadership, systems, and culture.

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Shaping Lasting Change

By aligning leadership, preparing people, and embedding change deeply into business-as-usual, NAB achieved results that were measurable, meaningful, and repeatable.

02

AusNet – Organisational Efficiency

“Strategic change planning helped AusNet deliver $130M in efficiencies without losing alignment, momentum or people focus”

Case Study: Driving Organisational Efficiency at Scale

Client: AusNet Services
Sector: Energy & Utilities
Role: Change Manager – Organisational Efficiency Program
Duration: November 2017 – April 2018

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The Challenge

AusNet Services was executing a major cost transformation aligned to its 5-year strategy, aiming to deliver energy more affordably. The business needed to cut costs without compromising capability, culture, or operational readiness, particularly across business sensitive areas.

 

My Approach

As Change Management Lead, I supported the design and delivery of multiple initiatives within a $130 million cost-out program, focused on uplifting performance while securing staff alignment and readiness:

  • Developed and executed targeted change plans across business units to support top-quartile performance goals in the national energy sector.

  • Partnered with People & Culture to manage Industrial Relations risks, co-design communications, and equip leaders to lead with clarity during restructuring.

  • Facilitated alignment between transformation goals and frontline impact, ensuring leaders had the tools and messaging to bring people on the journey.

 

The Outcome

  • Supported delivery of AusNet’s $130 million cost efficiency goal, paving the way for long-term competitiveness.

  • Enabled smoother transitions through well-orchestrated change planning across complex operational functions.

  • Equipped leaders and People & Culture with the confidence and tools to manage change in a regulated environment.

  • Strengthened internal engagement and awareness in preparation for shifts toward more efficient ways of working.

 

Shaping Lasting Change

This initiative showed that organisational efficiency isn’t just about cutting costs, it’s about aligning people, purpose, and performance. By embedding the right messaging, leadership support, and change pathways, AusNet was positioned to lead in an evolving energy market with greater clarity and confidence.

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03

Orica SAP Cost Modelling

“Transformed the way cost was understood, empowering leaders and teams to act on data, not assumptions.”

 Case Study: Enabling Finance Clarity Through SAP Cost Modelling

Client: Orica Mining Services
Sector: Manufacturing & Resources
Role: Senior Change Manager – Finance Cost Modelling
Duration: July 2012 – June 2013

The Challenge

Orica needed better visibility into the true cost of manufacturing Ammonium Nitrate across its Australian plant network. Under Project Pegasus, the goal was to implement SAP product costing to improve financial reporting, cost control, and business decision-making, while minimising disruption for plant, finance, and operational teams.

 

My Approach

As Senior Change Manager, I partnered with Finance, IT, and Operations stakeholders to design and deliver a people-first change approach across more than 30 roles:

  • Identified role-specific change impacts and developed strategies for a smooth and confident transition to the new SAP environment.

  • Provided coaching and leadership support to managers, tailoring guidance to their readiness and communication styles.

  • Facilitated seamless collaboration between IT teams and frontline business leaders to strengthen shared understanding and delivery alignment.

  • Developed new SAP-aligned business procedures and compliance messaging, ensuring early adoption and stakeholder buy-in.

 

The Outcome

  • Over 30 roles transitioned smoothly to a cost-modelling-enabled workflow across Finance, Plant, and Stores.

  • Delivered a consistent SAP costing model, enhancing visibility into true production costs across multiple sites.

  • Improved leadership engagement and ownership through tailored coaching and change readiness.

  • Supported stronger IT-business collaboration, improving implementation speed and system confidence.

 

Shaping Lasting Change

This work proved that financial transformation succeeds when change is tailored, collaborative, and grounded in operational reality. The result? Better insight, stronger accountability, and a confident step forward in cost control maturity.

04

Tabcorp Merger and Acquisition

“Separated 1,500 applications across two ASX-listed companies without losing momentum, trust, or compliance confidence.”

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Case Study: Leading Technology Separation in a Regulated Environment

Client: Tabcorp
Sector: Gaming & Technology
Role: Program Change & Communications Lead – Technology Separation
Duration: June 2022 – June 2024

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The Challenge

Following a high-profile corporate demerger, Tabcorp undertook a complex technology separation—splitting over 1,500 applications between two newly independent ASX-listed companies. This high-stakes transformation needed careful orchestration across change, talent, communications, and governance, while maintaining compliance in a tightly regulated environment.

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My Approach

As the Program Change & Communications Lead, I designed and directed the end-to-end change strategy for technology separation, while also leading change across two major adjacent initiatives:

  • Developed a Change Management Strategy aligned with the Deed of Separation and secured executive endorsement to drive unified execution.

  • Designed and embedded governance frameworks to create clarity, accountability, and traceable outcomes across diverse program teams.

  • Assessed change complexity for over 50 work packages, enabling more accurate resource deployment and risk identification.  This also formed the basis for the change management team resource model.

  • Led cross-functional teams in crafting tailored change and talent strategies for a large-scale ERP cloud upgrade and business process outsourcing initiative, in partnership with a Tier One consultancy.

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The Outcome

  • Enabled successful division of 1,500+ applications—ensuring business continuity and audit compliance across both new entities.

  • Delivered three enterprise-level strategies across separation, ERP transformation, and outsourcing, all within a unified governance model.

  • Optimised change delivery across 50+ workstreams, avoiding duplication and accelerating readiness.

  • Strengthened executive confidence and clarity through structured engagement and communication at scale.

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Shaping Lasting Change

This program shows how smart, scalable change leadership can de-risk even the most technically complex separations. By aligning governance, strategy, and communications, we delivered lasting clarity and laid the foundation for two confident organisations to move forward.

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