Mercury & Trustpower Integration Journey – Engaging & Supporting Employees Through Business Transformation 

Our Mission: “By the end of integration, we will be one brand with one succeeding culture.” We had an ambitious timeframe to retire the Trustpower brand and come together as Mercury, combining two CRMs, two technology stacks, and two cultures. The Integration Training Stream supported change readiness and lead the capability uplift of our approximately 450 strong Customer business unit. We ensured they had the knowledge, skills, tools and support to provide quality service to our almost 500,000 customers throughout this journey.

• Preparing our people for the change – ‘Fit for Now’ mindset
• Learning and communications approach during each of the change phases
• The role we played in hyper-care support
• What helped us succeed - ways of working and tools we used
• Learnings, key takeaways and advice for others

3 Key Learnings

1. How to maintain engagement with employees during long periods of transformational change
2. The different technologies and ways of working that can support you in managing learning experiences through mergers
3. Key elements of hyper-care support and the role Learning and Development plays in change initiatives

About Victoria

I’m a Christchurch girl who’s had the opportunity to live in Wellington, Auckland and Tauranga. I now live with my husband and 4.5 year old along the coast in a small township called Pukehina Beach. After graduating from Canterbury University with a BCOM, I’ve held a number of positions in Human Resources across various industries, including construction, maintenance and management services, sports and leisure, and now multi-utility (power, gas, phone and internet). Since joining Trustpower (now Mercury) in 2014 in HR Advisory role, I’ve held change management and project roles, then moved into the an operational role supporting the Customer area of our business, leading our Customer Learning & Development and Analytics teams. I am passionate about people experience and ensuring we kept this front of mind while we forge ahead and look to the horizon, establishing successful people and business strategy. At work, I love a good challenge and navigating uncertainty, and in my own time, I’m usually with family, at the gym, or heading outside for a run – especially along the beach at sunrise.