Financial ServicesDigital TransformationSystem Implementation
The Challenge
A large financial services organisation launched an ambitious programme to transform how it delivers products and services. At the centre was a custom-built online platform supported by new processes and ways of working. With over 20,000 employees across Southern Africa affected, the scale of change required a structured, organisation-wide approach to managing adoption across multiple business units, each with different priorities and operating contexts.
Our Approach
We partnered with a team of change managers to build an integrated change management strategy with clear roles, responsibilities, and key activities. To support consistency across the programme, we created a practical toolkit of change and communication templates that gave teams across the organisation a shared set of tools. The approach deliberately balanced central coordination with local flexibility, allowing business areas to adapt while maintaining programme-level alignment.
Measurable Outcome
The structured approach provided a strong foundation for managing change across diverse business areas at scale. Lessons learned were actively shared and incorporated, improving the approach over time. The programme supported a multi-year transformation affecting 20,000+ employees across Southern Africa.
Project Details
| Industry | Financial Services |
| Year | 2018-2022 |
| Change Type | Digital Transformation, System Implementation |
“
Change Lab’s deep understanding of our business, stakeholders, and culture has consistently enabled them to deliver tailored, high-impact change solutions across a range of strategic initiatives.
Fortune GamanyaExecutive: Group Organisational Effectiveness
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