People Accelerating Customer Experience (PACE)
summary
ASB runs a four-year operating model called PACE with Deloitte NZ that folds Agile, Lean, DevOps and human‑centered design into cross‑functional squads across ~5,000 people at a 175‑year-old bank. The work produces concrete artifacts like the CleverCatch mobile moneybox and removes repeated handoffs by redefining workflows and risk touchpoints. PACE is an evolutionary operating model, not a timeboxed program, and early internal testimonials and broader rollouts indicate the approach is scaling and delivering faster customer outcomes.
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