Susan McAndrew


Suncorp’s intranet community of practice case study: from zero to hero in under a year

Presentation from DEX 2019


In the pursuit of the most effective methods for sharing knowledge across organisations or maybe in the pursuit of digital transformation, people are often overlooked in favour of the latest technology solution. What we forget is that it’s our people who ultimately determine the adoption and success of any technology.

Previous intranet upgrades and roll-outs at Suncorp have focused mostly on implementing technology, but this time it’s different.

Susan will share how having a structured Community of Practice at the heart of Suncorp’s intranet migration to SharePoint Online is connecting people, building capability, delivering tangible business benefits – and most importantly, inspiring our people.

This session will cover:

  • creating a shared sense of ownership
  • techniques to increase engagement and growth
  • getting from zero to hero – our community quick wins and lessons learned


Susan McAndrew is a Channels Advisor in Suncorp’s Group Corporate Affairs team. She supports the management of internal communications channels, including the corporate intranet. Susan manages Suncorp’s Intranet Community of Practice and is building digital skills in over 600 employees. She previously managed the intranet at Goodstart Early Learning – which serviced over 13,500 employees in the early learning and childcare industry. Susan has a Bachelor of Commerce degree and a passion for the digital workplace and employee experience.

Photographs from DEX 2019


Produced by Step Two, DEX 2023 is all about shaping the future of digital employee experience, while taking action today. Dive into our wonderful collection of speakers, from across Australia and around the globe.
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