Business Challenge

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Within days of joining First Super as digital learning lead, COVID-19 lockdowns disrupted all face-to-face training programs. Simultaneously managing two organisational acquisitions, dual system transformations, and multiple call centre team inductions created unprecedented learning delivery challenges.

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Critical Success Factors

Maintain training quality while rapidly transitioning to fully remote delivery, ensure business continuity during mergers, and support staff through multiple simultaneous changes.

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Strategic Vision

• transform face-to-face induction programs to engaging online experiences without quality compromise

• maintain learning continuity during organisational uncertainty

• create a scalable digital learning framework to support future growth

• establish new standards for remote learning delivery in financial services

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Implementation Strategy 

• assessment & planning: conducted rapid analysis of existing learning assets and identified digital transformation opportunities

• stakeholder management: presented digital learning blueprint to senior leadership, securing buy-in and resources

• content development: led cross-functional teams to redesign and develop online learning experiences using industry-leading tools

• project coordination: managed external contractors, subject matter experts, and internal stakeholders across multiple concurrent projects

• quality assurance: implemented systematic monitoring and reporting processes to ensure delivery standards and timeline adherence

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Measurable Impact:

• industry recognition: platinum LearnX Award for Best Digital Learning Transformation 

• business continuity: zero disruption to staff onboarding during lockdowns

• organisational Integration: successful training delivery for two major acquisitions

• digital innovation: established a new benchmark for online learning for First State Super 

• change management: supported seamless staff transition through multiple organisational changes

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