Intermediary & Product Transformation
Led a comprehensive transformation of a major South African insurer's intermediary and product proposition, combining global trend analysis, deep customer research, and opportunity mapping to deliver a prioritised delivery roadmap.
To increase product sales and accessibility of insurance products.
Business Problem
Facing declining market share, a leading insurer needed a complete transformation of its intermediary and product proposition to regain competitive advantage.
Approach
Our approach combined analysis of global trends and local competitive forces with deep customer and intermediary insights. We leveraged both quantitative data and qualitative feedback, complemented by detailed journey mapping, to identify friction points and design a compelling, digitally-enhanced intermediary and product proposition.
Market & Customer Research
Conducted both market research and customer research directed by business goals and challenges surfaced during stakeholder interviews.
Capability & Resource Assessment
Conducted an assessment of internal strengths benchmarked against an industry assessment of digital skills.
Services Assessment
An end-to-end service assessment was conducted to identify key strategic delivery drivers and expose critical internal friction points hindering operational efficiency and customer satisfaction.
Opportunity Analysis
We conducted an opportunity analysis that pinpointed high-potential growth areas, evaluating their strategic alignment and feasibility to deliver a prioritised roadmap for investment and action.
Delivery Roadmap
We developed a phased delivery roadmap outlining bold steps, timelines, and dependencies to ensure strategic execution, resource alignment, and measurable outcomes.
