Visa’s Recipe for Measuring Change Effectiveness with Stacey Taylor (VP Implementation & Change, Visa)

Ever get asked for proof that your transformation is working? 

While the rest of the business obsesses over dashboards and metrics, transformation leaders are often left with... vibes? 

Stacey Taylor, Vice President of Implementation & Change at Visa, has cracked the code on measuring the "unmeasurable" in change initiatives. She shares their practical three-pillar framework connecting individual performance to organizational outcomes, using real examples from Agile and Gen AI rollouts. She reveals creative approaches for gathering meaningful data without survey fatigue and why measuring productivity requires looking at speed, effort, and quality together. 

You’ll particularly love her game-changing "snack strategy" for keeping impatient executives satisfied while the real results cook!

This episode is a must-listen for transformation leaders tired of relying on gut feeling to track progress.

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Connect with:

⁠⁠⁠Nellie Wartoft⁠⁠⁠

CEO of ⁠⁠⁠Tigerhall⁠⁠⁠

Chair of the ⁠⁠⁠Executive Council for Leading Change (ECLC)⁠⁠⁠

nellie@tigerhall.com

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• 00.00 - Introduction
• 01:30 - The challenge of measuring change
• 05:15 - Why change initiatives lack measurement compared to other business functions
• 08:42 - The three pillars of Visa's change measurement framework
• 11:00 - Using an Agile transformation example to illustrate measurement approach
• 13:45 - Collecting data through systems vs. surveys
• 16:10 - Strategies to combat survey fatigue and increase participation
• 19:52 - What metrics matter most to C-suite executives
• 21:38 - Using pilot teams to demonstrate early wins
• 24:15 - Measuring productivity through speed, effort, and quality
• 26:00 - Applying the framework to Visa's Gen AI transformation
• 28:48 - Measuring business impact through productivity uplift and realized savings
• 32:10 - Tracking individual performance via adoption velocity and proficiency
• 34:45 - Evaluating program effectiveness and managing resistance
• 37:35 - A/B testing methodology with Microsoft to quantify time savings
• 41:00 - Final thoughts: Every transformation should be measured, but not all in ROI

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