The Commercial Insurance team at Suncorp were one of 3 teams that participated in Hargraves’ 2013 Design Led Innovation (DLI) Fellowship which was run by Professor Sam Bucolo and Jane Cockburn.
Below is a a summary written up by the teams representing Suncorp, including their comments about the program, and their learnings, from both a personal and professional perspective as communicated to the rest of the business.
A number of CI senior leaders have been back to school to participate in an innovation program, coming home with creative solutions for our business and a commitment to work together across divisions.
Leaders across Appointed Actuary, CPUM, Commercial Claims and ABS attended the Design-led Innovation Fellowship through the Hargreaves Institute, a six month course which concluded this month.
Unanimous among participants was the benefit of bringing together cross-functional and cross-divisional leaders.
“Getting to know my colleagues here at Suncorp better was a huge plus, I got a lot from hearing their thoughts on how we can innovate better in our organisation,” said Ian D’Costa Senior Leader Portfolio, Strategy and Optimisation in CPUM.
The program saw the leaders faced with a business challenge to solve as a cohort that was reframed monthly- achieving profitable growth within the current resource allocation and accountability framework.
“The benefit of the collaboration with the other teams was the opportunity for a fresh set of eyes and ears to view your proposition,” said Ruth Lisha Senior Actuary in Actuarial Pricing and Monitoring.
The leaders were exposed to a number of design led innovation tools pertinent to any business problem, with a key takeaway being techniques to develop an in-depth understanding of the problem.
“We were pushed to keep looking at our problem from a different perspective and challenge ourselves as to whether we had identified the real issue,” said Ruth.
“In framing our problem we considered it from a ‘how might we…’ view rather than ‘how will/should we’. It is amazing how changing the language you use, even in asking a question, can open up possibilities.”
Amber Clark, Innovation Partner in ABS agrees, “In our fast paced world it was refreshing to genuinely slow down and spend time understanding our challenge and reframing to gain insight and remove business assumptions.”
Keeping our customers top of mind was key to solving the business challenge.
“Design led innovation tools and techniques help us make sure we really understand what the problem is and develop solutions that not only address the right problem but are also designed from the customer’s perspective,” said Kathryn King Program Senior Advisor Market Leading Claims Transformation.
According to those involved, a give-it-a-go mentality is paramount in enabling innovative thinking within CI.
“We need to learn to try more often and accept failing fast as a necessary step to innovation,” Ian said.
Pictured: Rebecca Lazenby’s visual representation of the CI leaders’ program learnings.
General information on the DLI Fellowship Program or contact Jane Cockburn.