Human-centred leadership


Facilitating new leadership practices for a customer-centric organisation to thrive in the 21st century.






Desired outcome

Building capability


  • Leaders embodied customer-centricity on a personal level in order to lead the way in customer-centred behaviour and decision making.
  • A series of one-on-one facilitated sessions were delivered focusing on soft skills to enhance the customer experience.
  • An ongoing reflective practice was established with a shared language among leaders so customer-centricity could thrive in the organisation.

Tools used

As we were working with leaders, the sessions and content needed to be short, sharp and focused.
We used comprehensive reading lists and tailored activities on topics such as:

  • Listening channels
  • Empathy
  • Constructive habits
  • Experimentation
  • Understanding complexity and remaining flexible


Leaders are busy people with many layers of responsibility. Although they have visibility over their organisations, the nature of their roles often takes them away from the day-to-day realities of dealing with customers, whether internally or externally. For this reason, it can be challenging for them to truly embrace customer-centricity as a way of working. 

This was the challenge Suncorp presented us. The organisation wanted its leaders to understand how customer-centricity resonates with them personally so they could lead the way in customer-centred behaviour and decision making. By making this practice relevant in their own context, leaders would be primed to adopt, entertain and experiment with the new mindsets required to become truly customer-centred. 


We created a bespoke program that was a series of one-on-one facilitated sessions. We helped each leader establish their own reflective practice to reconnect with their own personal journey. The reflection aimed at supporting the leaders in defining what they can do differently in order to shift towards a more customer-centric way of working.


The program challenged the team to question their established practices and assess their personal effectiveness in leading a customer-centric culture. It also created a shared language of customer-centricity among leaders and how it relates directly to them as an individual, their role and accountability to the business. 

By the end of the program, the participants were practiced in different ways of working required to create a culture which is truly in service of the customer. The final outcome for the business saw an aligned team of leaders who understood how their behaviour impacted their customers. This has been a catalyst for creating a differentiated customer experience for Suncorp.


Download a PDF of this case study.

Download case study

Looking for a PDF bundle of our case studies? Tell us what you're interested in, or if you're not sure, we can give you a few options.

Send me a case study pack

View next case study

Get inspiration in your inbox.

Join our newsletter and receive monthly human-centred design tips and tools you can apply immediately to the work you do.


+61 3 8376 7575


[email protected]

Huddle Melbourne
Level 4, 45 William St Melbourne, VIC

Huddle acknowledges the Aboriginal and Torres Strait Islander peoples as the true custodians of the land in which we live and work.

A bundle of case studies for you to enjoy, read and share.

Let us know what you're interested in!