Ryan Brosnahan, Chief Transformation Officer at Bendigo & Adelaide Bank, shares insights at Digital Edge on the bank’s ambitious journey to simplify and modernise its operation.

In a conversation with Byron Connolly, Head of Programs & Value Engagement at ADAPT, Ryan outlines the bank’s ambitious digital transformation journey, managing digital, data, payments, and technology functions.

Known for its regional customer base and trusted financial services, Bendigo is consolidating operations from eight banks into a single core banking system by 2025.

Under Ryan’s guidance, the bank is prioritising technology-driven improvements, particularly by simplifying infrastructure, transitioning to cloud services, and reusing APIs to streamline services across Bendigo and its tech-savvy brand, Up.

The bank’s transformation strategy centres on simplification, modernisation, and digitisation, though Ryan notes that these initiatives cannot be implemented linearly due to time constraints.

By reducing platforms and digitising core customer journeys, Bendigo aims to provide a seamless, multi-channel experience, enhancing customer interactions.

Up, an online-only brand, has thrived with minimal marketing, acquiring 85% of its customers through referrals, showcasing Bendigo’s unique ability to innovate compared to the Big Four.

Despite smaller resources, Bendigo leverages agility and adaptability as a strategic advantage.

Ryan highlights the importance of setting bold goals to drive meaningful transformation outcomes, such as significantly reducing applications and expanding the customer base.

The bank is also exploring AI to improve processes, such as rewriting application code and enhancing customer service.

However, he stresses that AI success depends on clean data foundations, cautioning against using AI without clear, valuable use cases.

 

Key Takeaways:

  • Tech-Led Transformation: Bendigo & Adelaide Bank’s transformation began with a tech-led approach, streamlining operations by consolidating eight banks into one, reducing applications, and modernising systems. By 2025, the bank aims to operate on a single core banking system.
  • Bold Goals Drive Success: Setting bold, ambitious targets is essential for driving innovation and transformation. Bendigo set aggressive goals, such as doubling its customer base to 2.5 million and halving its applications, demonstrating that bold goals can inspire teams and foster success.
  • AI and Data Modernisation: The bank is using AI to rewrite legacy applications, supporting its transition to an AI-enabled cloud infrastructure. However, clean and accessible data is crucial for scaling AI effectively and achieving real business outcomes.
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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Byron Connolly Head of Programs & Value Engagement at ADAPT
Byron is a highly experienced technology and business journalist, editor, corporate writer, and event producer.​ Prior to joining ADAPT, he was the... More

Byron is a highly experienced technology and business journalist, editor, corporate writer, and event producer.​

Prior to joining ADAPT, he was the editor-in-chief at CIO Australia and associate editor at CSO Australia. He also created and led the well-known CIO50 awards program in Australia and The CIO Show podcast.​

Byron creates valuable insights for our community of senior technology and business professionals that help them reach their organisational and professional goals. He has a passion for uncovering stories about the careers and personal philosophies of Australia’s top technology and digital executives.​

When he is not working, Byron enjoys hot yoga, swimming, running and spending time with his family. He completed the North Face 100km ultra marathon in the NSW Blue Mountains in 2012 and 2013.​

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data modernisation customer experience