What's the most rewarding project you've worked on?

The Operational Excellence team are currently involved in running Model Offices for both retail and claims functions. In these projects we are experimenting with new ways of working, focusing on improving customer and colleague experience by removing waste from the process and focusing on customer value. The feedback we have received so far has been very positive and encouraging. Customers appreciate the faster and smoother service, and colleagues feel more empowered and engaged.

We are constantly learning from the feedback we get from our customers and colleagues and adapting things accordingly, and we are seeing some amazing results in terms of value, flow and quality. Being part of these projects challenges us to think creatively and collaboratively and it allows us to tangibly demonstrate a positive difference for our customers and our company.