Transforming regulatory learning at a major UK insurer
How smart design, data, and strategic thinking helped me to build influence, trust, and change perceptions of digital learning at a top UK insurer.
Date: 2023–25
I used data to create a mandate for change: Outdated compliance training was hurting the Learning & Development Team's reputation. Nobody wants to do a bad job. But user data told us that our colleagues demanded more. I created an interactive dashboard to visualise user feedback and began to build the case for change – first with my leadership team, then with each of the 12 compliance topic owners.
I brought a compelling vision: "I want to build something we can be proud of. Something that feels modern and impactful. I want to present your topic in a way that delivers value for our business and our people. No more eye-rolling every quarter. I have the skills and vision to get us there, all I need is your trust and expertise."
I made decision-making the focus of compliance learning: Reorienting my stakeholders away from what people need to know, to what people need to do was crucial. Following this change, training centres on action rather than theory – identifying triggers and choosing the appropriate response.