Bendigo & Adelaide Bank: Transformation in Action & Lessons Learnt

In this interview, Ryan Brosnahan – Chief Transformation Officer at Bendigo and Adelaide Bank discusses how Bendigo Adelaide Bank has undergone a remarkable journey focused on enhancing customer value through innovation and digitisation.

A standout achievement has been the streamlining of their complex business model, which originally included eight different banks.

Recognising the unsustainability of this approach, the bank embarked on a radical simplification process, consolidating to a single bank entity. This simplification initiative has been accompanied by modernising data and technology platforms and automating core processes to offer customers a seamless digital experience.

Another notable highlight is the establishment of a digital neobank, Up, which has served as a testing ground for innovative ideas and garnered significant customer engagement. Through features like the Financial Sound System, Up has provided customers with unique ways to interact and share feedback, fostering a deep level of engagement unparalleled in traditional banking.

Additionally,…