Ep 11 – Transformation Isn’t Finished When You Deliver It with Joy Wong

In this episode, Liam O’Neill speaks with Joy Wong, Head of Transformation Technology, Productivity and Value Capture at Standard Chartered, who has spent 20 years leading transformation across retail, investment and wealth management banking.

Organisations invest huge amounts of time and money in transformation, but there is often far more focus on delivering the programme than understanding the value it created. Joy has spent much of her career looking at that gap, from putting meaningful numbers against process improvement to tracking whether the expected savings and benefits actually materialise.

But for Joy, the numbers are only part of the picture. One of the most important lessons she learned early in her career was that sometimes you have to slow down to go faster. However good the technology, process or business case might be, change is unlikely to stick unless you bring people with you.

This is a practical and wide-ranging conversation about making transformation deliver measurable value, learning from what happens after implementation and applying those same fundamentals as AI and automation become a bigger part of the transformation agenda.

They discuss:

• Why transformation teams can become too focused on delivery and move onto the next programme without stopping to understand whether the promised value was actually realised
• What value capture looks like in practice, from reducing process touchpoints and unnecessary checks to measuring people, technology and vendor costs, ROI and payback time
• Why process teams should not be afraid to put a number against improvement, and how setting an initial North Star can help you start without getting stuck in analysis paralysis
• How quick wins build confidence in transformation and why understanding your biggest detractors can sometimes turn them into your strongest supporters
• Why productivity and automation can create resistance, and the role communication, feedback and empathy play in bringing people through change
• Why AI does not change the fundamentals of transformation, from fixing poor processes before automating them to making sure the organisational knowledge feeding AI is actually fit for purpose

Joy brings a practical perspective to transformation, grounded in the idea that delivering the programme is only part of the job. If you work in process, transformation, operational excellence or technology and want to get better at demonstrating the value your work creates, this episode is worth your time.