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Training

Making Change Stick: Internal Training on a Deadline

Westpac

YEAR

2000 – 2021

CLIENT

Westpac Group

INDUSTRY

Financial Services, Internal Capability

SERVICES

Internal training, change communications, video production, stakeholder engagement, toolkits

Business professional reviewing printed reports at a desk, representing Westpac’s approach to upskilling and internal training strategy.

The challenge

In 2017, Westpac needed to deliver a major shift in internal process and decision-making across their consumer business. 

The goal was consistency every team, every region, every lender understanding the same approach and applying it the same way. The deadline was fixed. The process needed to land fast. And the tools had to stick. 

There was no room for delay, confusion, or corporate waffle. It had to be right and right now. 

Illustration of a woman participating in a virtual training session on a laptop, representing remote learning and digital upskilling.

Discovery 

We worked closely with Westpac’s Credit team, including their capability and change specialists, to understand the behaviour change required. Then we got embedded, literally. 

With tight turnarounds and high stakes, Westpac teams set up shop in our offices. Together, we mapped what would need to shift, what teams were ready for, and what needed translating into usable, real-world tools. 

Design

We built a suite of integrated internal communications and training tools to support rollout at speed: 

  • Clear, brand-aligned comms for managers and teams 
  • Explainer videos to show (not just tell) the new approach 
  • Facilitator training guides and session packs 
  • On-the-job tools for frontliners 
  • Assessment frameworks and real-world case studies 
  • Cascading training and launch content delivered nationally 

Every element was built for clarity, consistency, and practical use. 

Laptop displaying data analytics and performance metrics, symbolising Westpac’s digital training transformation.
Westpac employees attending an internal training session, smiling and engaged with the presenter.

Delivery

We collaborated in real time with the credit and capability teams working shoulder to shoulder in our office to hit production deadlines, make last-minute changes, and ensure everything landed on time. 

No silos. No misalignment. No missed milestones. 

When launch day came, the program was ready to roll out nationally. 

Westpac Group

Real change starts with real teams testing what works. This first version laid the groundwork for a solution Westpac came back to—because it worked. Watch how it began.

Results

  • Thousands of staff trained 
  • A shared approach to decision-making rolled out on time 
  • Trainers equipped with what they needed—no extra downloads, no guesswork 
  • The business aligned around one message, delivered with one voice 

This wasn’t just a comms campaign. It was a transformation with tools people actually used and a moment where trust, teamwork and long nights turned into something we’re still proud of. 

Change doesn’t stick without clarity.
And training doesn’t work without trust.

When time’s short and stakes are high, it helps to have a team who’s in it with you. 

Let’s talk