In an action-oriented approach, we jointly built up the Data & Digital Team through three parallel efforts.
First, the customer: we jointly redesigned the most urgent customer journeys into digital-first journeys, increasing NPS while reducing costs. Based on a co-created handbook, the organization is now independently continuing the digitization of its customer journeys and operating models.
Secondly, data and tech: we introduced data-driven thinking by designing action-oriented dashboards, delivering them, and installing a rhythm of acting on the dashboards’ insights. Teams now operate in this way to redesign or optimize journeys and internal processes.
Finally, the organization: the Data & Digital Team has grown to 15 FTE that work cross-functionally and data-driven. Following a coaching approach, we guided the organization in its way of working and governance, which is now independent and self-propelling. Next to this, Achmea has a clear growth path for its wider organization towards its ambition of a digital organization.