Ryan Brosnahan, the Chief Transformation Officer at Bendigo and Adelaide Bank, outlines the bank’s remarkable journey of transformation, centred on boosting customer value via innovation and digitisation. 

 

Streamlining the structure 

One of the standout achievements in this journey was the bank’s bold move to simplify their once complex structure.  

Originally consisting of eight different banks, the setup was far from sustainable. In a decisive shift, the bank moved to a single entity.  

Beyond consolidation, it was a step towards modernising data and technology platforms and automating core processes to deliver a frictionless digital experience to customers. 

 

Innovating with Up 

The bank didn’t stop there. It launched a digital neobank called Up, which demonstrated the power of innovative banking.  

Up served as a playground for fresh ideas, significantly enhancing customer engagement through unique features like the Financial Sound System.  

This approach to banking not only drew in a younger demographic but also reinforced Bendigo Bank’s commitment to digital transformation, proving the immense value of new digital platforms in driving organisational change. 

 

Competing with agility and a customer-first approach 

Facing competition from larger banks, Bendigo Bank leans on its agility, customer-centricity, and strong community ties.  

By partnering with fintech companies and adopting a collaborative innovation model, the bank has been able to fast-track its transformation journey.  

Furthermore, by focusing on critical customer journeys, such as home ownership and financial well-being, Bendigo Bank has refined its offerings to meet the evolving needs of its diverse customer base effectively. 

 

Leading the way in innovation and customer-centricity 

Bendigo Bank’s unwavering focus on innovation, simplification, and customer-centricity not only cements its position as a leader in the financial services industry but also drives organisational success and contributes positively to the broader community. 

 

Key Takeaways: 

  • Bendigo and Adelaide Bank’s journey from a conglomerate of eight banks to a unified entity marks a significant step in its transformation, featuring data modernisation, technology platform overhauls, and process automation. 
  • The creation of the digital neobank, Up, highlights the bank’s innovative edge, offering distinctive customer engagement strategies that particularly resonate with the 18 to 35-year-old demographic. 
  • Strategic partnerships with fintech firms are crucial, enabling Bendigo Bank to accelerate innovation and product development, ensuring it remains agile and competitive in a rapidly changing financial landscape. 
Contributors
Ryan Brosnahan Chief Transformation Officer at Bendigo and Adelaide Bank
At Bendigo and Adelaide Bank I’m responsible for driving the Group’s digital transformation program, a key enabler of the bank’s strategy. I’m... More

At Bendigo and Adelaide Bank I’m responsible for driving the Group’s digital transformation program, a key enabler of the bank’s strategy. I’m privileged to lead a talented team across our digital, data, payments, and technology functions.

With more than 20 years’ international experience in the financial services industry in Australia, New Zealand and the United Kingdom, I’ve led complex growth and transformation change initiatives across multiple functions and businesses in financial services.

I’m passionate about harnessing the power of technology to improve the way we live and work, driving improvements in customer experience, business operations and performance.

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Peter Weill Senior Advisor at ADAPT
Peter Weill’s work centers on the role, value, and governance of digitisation in enterprises and their ecosystems. His research focuses on digital... More

Peter Weill’s work centers on the role, value, and governance of digitisation in enterprises and their ecosystems. His research focuses on digital business models and transformation, digital savvy and partnering, replatforming, and modern business.​

Based in Australia, Peter consults ADAPT and attendees of EDGE events on how to be future ready in the digital age.​

Peter has written award-winning books, articles, and case studies published by Harvard Business School Press, Harvard Business Review, MIT Sloan Management Review, The Financial Times, The Wall Street Journal and more. ​

In 2008, Ziff Davis ranked Peter as #24 in its list of the Top 100 Most Influential People in IT, the highest-ranked academic. ​

Peter has worked on digitisation issues with executive committees and boards at more than 50 companies globally.​

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Modernisation Customer Experience Leadership