Transforming Bankwest to Australia's Favourite Digital Bank
When Bankwest set out on its journey to become Australia’s favourite digital bank, it knew this would require more than just new technology - it would demand a fundamental shift in the way the organisation worked. With new leadership at the helm and bold ambitions for customer-centric innovation, Bankwest partnered with Radically to assess and reshape its operating model. Together, they laid the foundations for a future-fit organisation - one capable of delivering digital transformation at scale while staying anchored in purpose.
Challenge
Bankwest set an ambitious goal: to become Australia’s favourite digital bank. With new executive leadership in place, led by Jason Chan, the bank was preparing to make significant investments in its technology capabilities to bring this bold vision to life.
Despite being an early Agile pioneer, the ways of working had deteriorated over time. When Jason joined in February 2022, he quickly realised that the existing delivery models, governance structures, and culture lacked the cohesion and clarity needed to support the bank’s transformation.
There was limited executive visibility over progress, and no clear link between day-to-day work and strategic outcomes. The cost of this misalignment showed up in lost productivity, slow decision-making, and a lack of confidence in delivery. Bankwest needed to take a step back, assess its operating model holistically, and rebuild the foundations necessary for scalable, customer-focused change.
Overview
Approach
Implementation
The engagement unfolded in three stages:
- Discovery: Radically conducted a thorough diagnostic, including stakeholder interviews and a review of existing delivery and operating structures.
- Design: Working side-by-side with an internal team from Bankwest, Radically helped identify the core challenges and opportunities, and shaped a roadmap for change.
- Delivery: Together with senior leaders, Radically designed and supported the implementation of key changes across structure, culture, governance, and delivery capability.
Solution
The transformation focused on aligning the organisation’s structure and delivery capability to its digital ambitions. Radically and Bankwest co-designed a fit-for-purpose operating model that better linked strategy to execution, improved visibility of progress, and clarified roles and accountability across the board.
Key changes included:
- A refreshed delivery model grounded in agility and customer-centricity
- Simplified governance for faster decision-making
- Improved leadership alignment and accountability
- Reinvigorated cultural foundations to support innovation and collaboration
Crucially, this wasn’t about applying a one-size-fits-all framework - it was about helping Bankwest rediscover and rebuild what worked best for their context, grounded in their purpose.
Results
The impact was both measurable and cultural.
Bankwest emerged with a clearer, more cohesive operating rhythm. Senior leaders now had greater visibility of progress and delivery, and teams were better connected to strategic priorities. The organisation became faster, more adaptable, and more aligned - enabling the successful launch of its new digital programme with confidence.
The transformation also re-energised the organisation’s culture. Teams felt more empowered and connected to purpose. Communication improved. Collaboration flourished.
What’s more, the work laid a strong foundation for future phases of the digital bank transformation, giving Bankwest the clarity, tools, and mindset to move forward at speed.
Working with Radically
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