PEX: Lorraine Duffy, AIB

From Allied Irish Banks, Head of Process Improvement and Customer Services Lorraine Duffy joins us to take us through the two-and-a-half year brand reinvention of everything from the operations manufacturing side through customer services with an ambition to support and serve customers digitally. The output was going from having 90 different ways to measure work, settling on one language. From there Lorraine and the team set sights on buckets of processes for automation. She shares that heavy training and development, a lean network and a reliance on change agents were the keys to success.