​How Suncorp's Reskill program is transforming careers and lives

Imagine being able to switch from your current role to a completely different one, with the support and guidance of your employer and a leading university. That's the opportunity Suncorp's Reskill program offers to its high-performing employees who are passionate about new career possibilities.

The Reskill program is part of Suncorp's People Strategy which aims to build a more agile, future-ready and diverse workforce that can adapt to the changing needs of customers and the Insurance industry, alongside technology changes. The program, delivered in partnership with Mentem by University of New South Wales (UNSW), is designed to equip employees with the skills and knowledge required for emerging areas of demand, such as business process modelling (BPM) and data, analytics and artificial intelligence. 

Since the program’s launch in 2022, four cohorts have been through the intensive reskilling program, combining formal, social and on-the-job learning.  

Suncorp’s Executive Manager Talent Leadership & Capability, Jennifer Catterall, says the results have spoken for themselves, with the program growing and evolving with each cohort.  

“We are using targeted reskilling programs to create new career pathways for our employees and ensure we are prepared for the future of work,” Ms Catterall said. 

Our graduates are overwhelmingly choosing to stay with Suncorp, and the majority are finding new opportunities. For example, 75 per cent of our BPM graduates have now secured new opportunities across Suncorp. 

How does Reskill work and what are the benefits?  

Suncorp’s Reskill program is not for the faint-hearted. It requires commitment, dedication and hard work from those nominated by their leaders. The current program runs for 14 weeks. For nine weeks, participants are removed from their everyday role and immersed in the program, which covers both technical and professional skills. They also have access to coaches, mentors and tutors from Mentem by UNSW and Suncorp, who support them throughout their journey.  

But the rewards are worth it. The program not only provides participants with valuable accreditation and skills to build their career, but also a network of peers, a boost in confidence and a huge sense of achievement. As one graduate put it, "the program has changed the whole trajectory of my career".  

“The program helps us bridge the talent gap, retain and develop internal talent, and foster a culture of learning and innovation,” Ms Catterall said. 

Suncorp’s Head of Automation Tim Johnson agrees it’s a vital piece of the mix when it comes to preparing for the future.  

Suncorp’s Reskill program will welcome their fifth cohort for another data, analytics and AI program in September. 

Who are the Reskill graduates?  

So far, Suncorp’s Reskill graduates have come from different areas of the business, from Insurance Claims to Customer Service and Operations, and they’ve brought with them varying levels of experience and seniority. Despite their differences, they’ve shared a common passion for learning, growing and making a difference. 

Corey Peterson: from Contact Centre Specialist to Scrum Master 

Corey was one of Suncorp’s first Reskill participants, joining the BPM cohort in late 2022. He had been working as a Contact Centre Specialist for just over a year and was looking for a new challenge and direction. He had no prior experience or knowledge of BPM, but was eager to learn and apply his skills to improve customer outcomes. 

Through Reskill, he gained a solid foundation in BPM concepts, tools and techniques. He also developed his communication, collaboration and problem-solving skills, and built a network of peers and mentors across the business. 

After graduating from the program, Corey secured a new role as a Business Process Analyst, where he worked on automation solutions for customers and customer-facing teams.  

"A lot of personal growth came from Reskill. One of the most profound lessons was that you don’t need to be the loudest person in the room to get your point across,” said Corey. “The whole course changed my life for the better.”  

Corey has continued his career growth with a new opportunity as Scrum Master where he empowers, leads and coaches teams to be self-organising, adaptable and aligned with agile values and principles.

Monique Menolotto: from Claims Management to subject matter expert 

Monique Menolotto joined the third cohort of Reskill, which focused on data analytics, in 2023. After working throughout the 2022 floods, and the aftermath of home claims, she was eager to do more to help Suncorp’s claims customers. She had some exposure to data and reporting but wanted to explore the possibilities of data-driven decision making. Seeing her drive and potential, Monique’s leader put her forward for the Reskill program.  

Monique says she was nervous to begin with but found the work incredibly fulfilling. 

“One of the courses involved complex mathematics. It was tough," Monique said.  

“A lot of late nights were spent studying but, honestly, the program has changed the whole trajectory of my career. 

“I’ve been seconded into a role that focuses on getting to the root of customer pain points, so they don’t happen again, which is really rewarding.” 

Nathan Moore: from Operations Leader to Insights Advisor 

Nathan Moore had been with Suncorp for over 14 years and was keen to enhance his skills and knowledge in data and analytics. He had some experience with data, but wanted to learn more advanced techniques and tools, and how to apply them to real business problems. Through the Reskill program, he acquired a comprehensive understanding of data, analytics and AI concepts, methods and applications, and how to use them to generate value and impact. He also improved his presentation, storytelling and influencing skills. After graduating, Nathan landed a new role as an Insights Advisor, where he continues to work with data, in collaboration with various business units.  

"My role [on secondment] is a little bit of everything, and I think that’s by design – to give me the chance to work on a range of different projects and with a lot of different people,” Nathan said. 

“I knew Reskill wasn't going to cover 100 per cent of what I’d need to know, but it set me up with a lot of the groundwork – even just looking at numbers differently.”