Reimagining Talent Connection: Human-Centred AI Transformation at IAG
After years of bold thinking, deep collaboration, and relentless drive, Insurance Australia Group (IAG) reached a defining milestone on its talent transformation journey: launching the Phenom platform to fundamentally reimagine how the organisation connects with talent. This transformation wasn't merely a software rollout or tech implementation, it was a human-centred evolution reshaping how IAG attracts, engages, and nurtures meaningful connections across candidates, employees, and hiring leaders.
TQ Scope
To support IAG in embedding this change and moving toward a skills-based hiring model, TQ Solutions delivered a comprehensive change, communication, and capability-building package:
• Change Strategy & Key Messaging: Designed and developed the overall change enablement strategy and core communications framework tailored across key stakeholder groups (P&C, leadership, business leads, and hiring managers).
• Hero Video Production: Created an inspiring, hero video designed to educate, align, and build excitement across all internal stakeholder groups.
• Instructional Video Assets: Produced process-specific instructional video guides to walk hiring teams step-by-step through the new platform features and workflows.
• Online Training Playbook: Developed an interactive, modular digital learning playbook to provide Hiring Teams a deep understanding of the Phenom platform, AI integration, and skills-based hiring principles.
Outcomes
TQ delivered all change and learning assets ahead of Go Live, ensuring complete readiness across IAG hiring teams. Initial feedback from project leadership highlighted that teams found the content exceptionally engaging, informative, and practical, giving hiring managers complete clarity on the what, why, and how behind the new recruitment experience. Hiring managers and leaders felt fully supported and prepared to maintain momentum, adopt AI capabilities, and take confident steps toward building a modern, skills-based organisation.
