Draft v0.2 | 29 January 2027 | Change lead, Change Made Simple
The change plan for Project Compass, laid out on the Change Made Simple five-step methodology: vision, analysis, planning, change networks, then execution and adoption.
Changed in v0.2 6 updates
Training: Wave 1 works around the school holidays and Easter, with early and late Docklands blocks and make-up sessions on 14 and 15 April. From T5.
Business bankers: 90-minute 7:30am sessions, pipelines pre-loaded, Compass Assist opt-in from week 3. From T4.
Guardrails gate: Risk and Compliance sign-off moves from Fri 26 Mar to Fri 9 Apr, ten days before go-live. From T5.
Stakeholders: Richard Vance moves from Resistant to Conditional, and three banker champions are added. From T4.
Risks: R-03 rises to High, R-01 mitigation is rewritten, and R-13 and R-14 are new. Sources T4 and T5.
Complaint drafting: Q-05 is now fact. Compass Assist may draft complaint responses; the complaints officer edits and sends them.
Hampton Bank is replacing its legacy CRM, Hamlink, with Salesforce, and adding an AI assistant called Compass Assist to help staff draft notes. About 1,250 people change how they work, in two waves: Victoria first, then New South Wales.
Overall change level
ContainedSignificantComplexTransformational
Eight teams in two states, five processes, and an AI assistant that is new to everyone.
Expert insight
Adoption is most at risk in business banking. Bankers will not give up their spreadsheets unless the pipeline view is better on day one, so the pre-load matters more than the training.
First three moves
Pre-load every banker's pipeline and name the other two champions (A-24, A-25).
Confirm the early and late Docklands blocks and the rosters by Fri 12 Feb (A-26).
Get the Compass Assist test set and gate date in writing by Fri 5 Feb (A-27).
Important warning: the head of business banking is Conditional, not yet supportive, and two of the three Wave 1 training weeks fall in the school holidays and Easter. Since December 2025, poor change management is also a named psychosocial hazard under Australian work health and safety law, so listening comes before each rollout step.
Three screens become one; Compass Assist drafts notes.
Business bankers (80) Updated v0.2
High
Spreadsheets give way to a shared pipeline.
Complaints and advocacy (40)
High
One case type with timers. Queue sharing is open (Q-04).
CRM platform team (30)
High
New skills and new roles as Salesforce administrators.
Medium impact: branch staff (600), paper forms and emailed referrals move to guided onboarding and system referrals; operations (120), work arrives as owned referrals and cases; risk and compliance (25), a new approval gate and monitoring of AI use; learning and development (8), eight people deliver every session across two states.
Impact ratings: High means the work itself changes, with different steps, tools or a different job. Medium means moderate change, or new capabilities added to existing work. Full list: Stakeholder list and Org chart.
Each team gets its own plan across five areas: what the change means for them, how we listen, how we reach them, what they need to know, and how they build the skill.
Contact centre
350 people, Docklands and Parramatta | Leader: Tom Gallagher Supportive, worried about shift cover How they work: frontline, on shifts
Impact
Three Hamlink screens and retyped notes become one customer view and one case record. Compass Assist drafts the notes.
Listening
Team leaders ask at shift huddles what worries agents most and pass it to the Change lead each week.
Engagement
Huddles and roster briefings from team leaders, backed by the intranet and email. Tom Gallagher fronts the shift-cover plan.
Key message
The three-screen workflow is now one screen, and training comes in 90-minute blocks that fit your shift.
Capability
90-minute blocks across all shifts, with early (6:30am) and late (4:30pm) blocks at Docklands.
Branch network
600 people in 60 branches | Leader: Aroha Williams Supportive How they work: frontline, across many sites
Impact
Paper forms and emailed referrals become guided onboarding and a referral with an owner.
Listening
Branch managers collect questions at branch huddles. TBC: NSW champions are not yet named.
Engagement
Branch managers carry one consistent message, with a school-holiday roster reminder before Fri 26 Mar.
Key message
Referrals now live in the system with an owner, and training is planned around month end and Easter trading.
Capability
Standard blocks, a first block in the week of 12 April, and make-ups on Wed 14 and Thu 15 Apr. TBC: Q-03 at the branch or on site.
Business bankers
80 people, 45 in Victoria and 35 in NSW | Leader: Richard Vance Conditional, was Resistant How they work: client-facing, each with a personal pipeline
Impact
Personal spreadsheets give way to a shared pipeline.
Listening
Through the three champions rather than the reporting line. Isla Fraser, Dev and Karina hear concerns first.
Engagement
Messages come from the champions and the Change lead. Richard Vance engages once the pipeline view is better than the spreadsheets.
Key message
Your pipeline is already loaded when you first log in, and Compass Assist is your choice from week 3.
Capability
90-minute sessions at 7:30am, before client calls. Pipelines pre-loaded for at least 90 percent of bankers by Fri 9 Apr.
Complaints and advocacy
40 people at head office | Leader: Louise Chen Supportive How they work: office-based, to regulated time limits
Impact
A shared mailbox and Hamlink notes become one complaint case with categories, timers and reporting.
Listening
The team checks the category mapping before UAT, so concerns surface in testing and not after go-live.
Engagement
Direct from Louise Chen in team meetings.
Key message
Your categories and timers are mapped before UAT, and Compass Assist drafts are labelled and yours to edit.
Capability
A four-step job page, with practice in the sandbox on masked records.
Head office teams
Team
People
What they need to know
Operations
120
Which referrals and cases arrive with a named owner.
Risk and compliance
25
The guardrails test set, the gate on Fri 9 Apr and the logging they will review.
CRM platform team
30
Their admin tasks before hypercare ends, including who changes Compass Assist prompts.
Learning and development
8
The trainer schedule early, with New South Wales trainers confirmed before Wave 1 ends.
The people who carry the change between leadership and the floor.
Champions
Business banking, Victoria
Isla Fraser, Dev and Karina. Early access to the pipeline, a named hypercare contact, and time in the roster to coach other bankers.
Contact centre and branches
Team leaders and branch managers run the huddles, the roster briefings and the school-holiday reminder.
New South Wales
TBC: NSW champions are not yet named. They are needed before Wave 2 manager briefings start in May.
Change leadership team
Forum or role
Who
Accountable for
Sponsor
Helen Marchetti
The outcome, the go-live call and the scorecard.
Steering committee
Daniel Nguyen (chair)
Dates, scope and the go/no-go decision per wave.
Compass Assist approval gate Updated v0.2
Fatima Haddad
Written approval of the guardrails on Fri 9 Apr 2027. Without it, Compass Assist does not go live.
Change lead
Change lead, Change Made Simple
This plan, the registers, the comms plan and the weekly status.
Also accountable: Jorge Alvarez (Northgate Digital) for configuration and hypercare; Anika Rao for data loading and prompt changes after go-live (Q-02); Sam Petrovic for trainers.
Escalation runs from the item owner to Daniel Nguyen, then the steering committee, then Helen Marchetti.
Weeks start on Mondays, 1 February to 21 June 2027. Amber hatching is the school holidays and Easter, Fri 26 Mar to Sun 11 Apr. One-page view: Change on a page.
1 Feb
8 Feb
15 Feb
22 Feb
1 Mar
8 Mar
15 Mar
22 Mar
29 Mar
5 Apr
12 Apr
19 Apr
26 Apr
3 May
10 May
17 May
24 May
31 May
7 Jun
14 Jun
21 Jun
Project
UAT 8 Feb to 12 Mar
Sign-off Wed 17 Mar
Gate Fri 9 Apr
Calendar
School holidays and Easter, 26 Mar to 11 Apr
Wave 1 Victoria
Training 30 Mar to 16 Apr
Go-live Mon 19 Apr
Wave 2 New South Wales
Training 17 May to 4 Jun
Go-live Mon 7 Jun
Engagement and comms
Champion and head briefings
Roster reminder
Wave 2 manager briefings
Capability building
Banker pipeline pre-load, done by 9 Apr
Assist opt-in, week 3
Support
Hypercare 19 to 30 Apr
Hypercare 7 to 21 Jun
Mon 8 Feb to Fri 12 Mar 2027: UAT (Mon 8 Mar paused). Wed 17 Mar: sign-off.
Fri 26 Mar to Sun 11 Apr: school holidays and Easter.
Tue 30 Mar to Fri 16 Apr: Wave 1 training, make-up Wed 14 and Thu 15 Apr. Fri 9 Apr: guardrails gate, moved from Fri 26 Mar.
Mon 17 May to Fri 4 Jun: Wave 2 training. Mon 7 Jun: go-live. Hypercare to Mon 21 Jun.
Tue 22 Jun: business-as-usual handover.
Updated v0.2 from T5 The gate moved from Fri 26 Mar to Fri 9 Apr. The test set cannot be complete before UAT closes.
Good Friday Fri 26 Mar and Easter Monday Mon 29 Mar are public holidays. Anzac Day is Sun 25 Apr with no replacement Monday in Victoria. King's Birthday, Mon 14 Jun, is excluded from Wave 2 hypercare.
Northgate Digital and L&D are on the floor in hypercare. The CRM platform team owns the platform and prompt changes from Tue 22 Jun.
Coaching, training and support
Training
Eight L&D staff deliver every session, starting three weeks before each go-live. At least 90 percent completion per wave group is a go/no-go criterion.
Hypercare
Two weeks per wave, with Northgate Digital and L&D on the floor: 19 to 30 Apr, then 7 to 21 Jun.
Handover
The CRM platform team owns the platform and prompt changes from Tue 22 Jun.
Readiness at 29 January 2027
People At risk. Eight trainers, and shift cover during the Victorian holidays.
Process At risk. Branch and banking as-is is still being confirmed.
Technology At risk. Guardrails not yet approved; gate is Fri 9 Apr.
Data Not ready. Legacy data scope is open (Q-01, due Fri 5 Feb) and banker loading is not scoped (A-25).
Support Not ready. The hypercare roster is not named yet.
