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Reinvigorating Keystart Home loans: A story of leadership and radical transformation

Business Agility Australia 2019

Keystart is a unique home loan provider that has been helping people overcome the entry costs to home ownership since 1989. It is a private company with one shareholder, the Western Australian Government.

While very mission led with very engaged employees, it had been under-invested in for many years. Its brand was tired, it had rudimentary digital capability, undeveloped understanding of customer needs and significant internal silos. Following changes in leadership and a period of thorough research, a new three-year strategy was developed. In the first year of the plan alone Keystart has rebranded, overhauled its culture, launched a new website, relocated to new premises and transformed its IT and change delivery capability to leverage agile principles, tools and techniques.

This talk will outline the journey Keystart has undergone to radically transform the business in a short period of time, the lessons learnt along the way and how it has built the capability required to deliver its ambitious plan.