Westpac

Westpac hired me as a retail branding consultant after we were part of an Agency pitch to them while working with Magnus, Nankervis and Curl. The Agency was not appointed but I was approached to lead a project to redesign the customer experience and branding for their retail branches. Westpac is the oldest corporation in Australia, being originally the Bank of New South Wales, and at that time it had around 1200 retail branches (how times have changed!!). The brief revolved around long branch downtime when upgrading of 6 weeks, and the need to improve both the brand premium, sales and customer experience. We reduced the leadtime from 6 weeks to one weekend and reduced costs per branch at the same time. This led to Westpac buying our solution which they then took in-house for implementation.