Introduction

 

https://pollev.com/sharifelbigo465

Ladies and gentlemen….we are gathered here today to….

 

1- Form a Digital Community

2- Communicate Team Vision

3- Co-create a Team Blueprint

 

 

 

 

Bubbles: Part 1

• What blockers do we anticipate?
  

• What are people worried about?
  

• What are people uncertain about?

 

 

 

 

Summit Challenge!

 

 

 

 

 

 

 

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DaaC (Digital as a Channel)

 

 

 

 

 

 

 

 

 

 

 

Digital Product

 

 

 

 

 

 

 

 

 

 

Workshop 1 – Our Ambition

 

Digital Team:

1- Culture
-Driving innovation and thinking outside the box to deliver great products
-Be adaptive and brave- challenge the status quo
-Always look to improve and be confident on what we deliver
-Keep an eye on competitors

2- Customer
-Deliver journeys that are seamless and simple
-Keep customer at the heart of it all
-Educate customers on how to make the most of our Digital channels

3- Collaboration
-Seek out customer and colleague feedback to deliver solutions
-Work more with HSBC Digital Product teams as well as MSB DaaC
-Burst more bubbles and do not operate in silo’s

4- Core Products
-Create a unique retail and bank digital proposition
-Deliver product excellence through end-to-end consideration by enhancing functionality and digital services
-Achieve objectives (KPI’s) and deliver major change

DaaC:

1- Target Driven
-Enabling and exceeding commercial targets
-Improve speed to market for new ideas/projects

2- Customer Focus
-Produce one of the best digital customer experiences in the industry with high satisfaction ratings
-Streamline customer journey e.g. remove manual processes
-Create a slick digital app that reduces pressure on contact centre and allows us to continue marketing activities

3- Ways of working – Educate Business (HSBC/MSB)
-Challenge the norm
-Share success as well as failure
-Proactively drive growth and change i.e. action, not words
-More collaboration, openness and transparency

4- Market Leading/Innovative
-Benchmark alongside best in class amongst competitors
-Be ahead of the curve and try new things
-Be innovative and create digitally lead solutions and unique digital propositions

5- Disrupting the business model (From contact centre to Digital First)
-Change the way the business operates forever
-Contact centre becomes a digital support team
-Disrupt old fashioned and traditional MSB business model
-Culture shift – we become a truly digital first business

6- M&S Factor
-Executive team endorsement
-Greater cross-brand collaboration

 

Digital Product:

1- Growth
-Acquire more profitable customers and exceeding sales targets
-Deliver business objectives and requirements efficiently
-Leverage data and statistics in real time through collaboration

2- Innovation
-Be known for challenging traditional ideas and testing new processes/channels/ways of working
-Improve digital adoption and engagement
-More digital investment to create dynamic personal and user experiences

3- Reputations
-Be ‘the place to be’ and team everyone wants to be in
-Prove the worth of our work by continuously evolving and challenge norms
-Win awards and share success e.g. improving digital throughout the business

4- Fearless/No Fear
-Speak up culture
-No fear
-Iterative approach: Try it, if it doesn’t work, keep trying other options
-Take greater risks

Workshop 2 – Team Blueprint

Environment:

Pod and  ‘Slippers’

Bean bags/Break-out areas/Meeting Room

‘Wall Space’ – Electronic/Posit-it

Digital Drop-in areas (test environment?/usability lab?)

Desk policy?

Working Equipment: Laptops, iPads, test devices

Bubble Board

Team Board/Open Diaries

Access to test environments

Live sales feed

Sales data/Social Media etc

IT resource– sat within Digital

Seating plan- Break out areas

Non-office working e.g. for meetings

HHS – right equipment

Radio in Office

Desks –More space (less desks/more breakout)

Team Brief Area: -VTC/Speaker (Home working)-Tea/Coffee Machine/Fridge

Visible –sales data -social data -JIRA boards -White board (magnetic?) for pics, sprints and blockers -Long & Short-term priorities

Focus Growth/Customer experience -Show in progress of above -Discuss blockers -Channel satisfaction

 

People:

Flexible working approach -Work from home -9 day fortnight -Hours (core hours?) -Flexi

Monthly get-together (Bring in different ideas/themes) e.g.: -Guest speaker -Social/pay-day drink -Lunch and learn -‘How to’ sessions -Knitting circle

Quarterly offsite? -Review strategy and results -Future focus -Commit time and budget

Make an effort to get to know people

Feel more at ease to integrate

Friday/Monday pulse check (display word clouds etc)

Whatsapp groups?

Insights –Be mindful of ways of working -Carry through learnings after the course

Wider digital team? -Integration -Buddy-up

Flat structure

Feel comfortable to speak up -both negatives and positives

More proactively recognise success and results

Raise profiles and overall digital presence (comms)

Big rep? Part of marketing and comms?

 

Communication:

Overall Digital Meeting (weekly)

DaaC and Product meetings weekly (with frequent breakout discussions)

Share successes (dedicate time/comms) i.e. son

Sharing tools with 3rd parties (JIRA)

Flexible Comms with external (VC and Jabber)

DaaC into Marketing Meeting

Stand-up/Scrum (Daily)

Knowing who to speak to

Feed into wider DaaC/HSBC Digital

Retrospectives (Is it working)

JIRA/Confluence -Training (Blueprint)

Shared drive (Secure/share docs)

Jabber/(WCBGV?)

Working group(s)

One Digital rep in meetings

Inspirational speakers

Adobe tools

Quarterly updates on Strategy

Team Building offsites

Masterclasses/Conferences

 

Processes:

Reduce duplication

Silo removal

Marketing sign-off process -To align to FIN etc/job bay structures/ What does UK Digi do

Audit line (1LD/2LD/3LD etc) ISR/VDD

MSB -Propose new marketing process (UK Digi Bank) -Get agreed by MSB Marketing

Procurement process/VRM align (1 person role e.g. Simon? Cousins team?)

Clear deff of SMR responsibility

Simplifying processes above

Ignore FIMS! Pragmatic approach

Set up folders, access, team meets, budgets, PO’s (and approvers), order book

Travel, Holidays etc

Digitisation

Documenting processes

Access to systems/test email address to do job (functionality)

 

Training:

Look at HSBC & FD

Role profiles

Look at external/internal courses

Agile Training

JIRA/Confluence

Adobe Analytics

New systems and technology

Dedicated Training time

Qualifications, not just work shops

Look at other business ways of working

Sign up for industry comms

Skills audit

Usability

Training budget

 

 

Bubbles: Part 2

• What blockers do we anticipate?

   

• What are people worried about?

   

• What are people uncertain about?

 

Team Reflective

Good company in a journey makes the way seem shorter. — Izaak Walton