38: Business Impact Through Design Thinking - Damien Woods
Since starting in his role as GM of Learning at National Australia Bank (NAB) Damien Woods has set out to transform organisational learning.\xa0 In this episode he shares a story that illustrates the kind of shifts underway in learning at NAB.
Shortly after starting in this role he visited the NAB Direct Bank Call Centre where he discovered that new starters were in a classroom for 17 days before starting to take customer calls.\xa0 Using a design thinking approach the learning team redesigned induction.\xa0 The new blended program reduced the classroom training to just 4 days interspersed with other learning and work activities.\xa0 The business impact includes a 30% increase in speed to proficiency and 80% reduction in call escalations for new starters. Listen to this episode to hear how this was achieved.
Hosts:\xa0Karen Moloney & Michelle Ockers
Transcript and related resources: https://learninguncut.global/podcast/38/
Podcast information and more episodes: https://learninguncut.global/podcast/
Emergent:
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