Transformation from the Core

Client

SANTALUCIA

Sector

Insurance

Location

Madrid

People

7000

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Challenge

In its more than 100-year history, Santalucía faced a crucial turning point. The project involved redefining and innovating the insurance strategy to better meet customer needs. Our role was to support Santalucía’s core programme—a technological and cultural transformation that impacted key processes and the daily work of all employees, creating both uncertainty and resilience in the process.

Nuestro enfoque

The starting point was an initial assessment to understand perceptions and needs. Building on this, a community of change ambassadors was created and a clear narrative was developed that explained the reason for the change—going beyond the technological dimension to position it as a strategic investment in the future—and linked it to the company’s values. The plan was implemented through targeted, multi-channel communication, visual materials, meetings and training sessions, as well as the establishment of a network of change ambassadors who conveyed the message to teams and encouraged participation.

Generated impact

It was possible to establish internal coordination, reduce resistance and create a climate of trust for change. The network of Change Ambassadors multiplied the reach and facilitated dialogue, consolidating the core programme as a strategic project for the future, and not merely as a technological implementation. The project is still actively underway.

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