EQUIFAX ANZ
Paul’ s approach began with stabilising systems while simultaneously moving to cloud platforms. The results speak volumes about his team’ s effectiveness.
“ All of those customers have resigned. It’ s no longer at risk,” he explains.“ I put programs in place, identified to the executive what needed to be done. They backed me, they invested in me, they supported me.”
The transformation has been swift and effective. In just two years, Paul has replaced 40 % of the headcount in technology while growing productivity by 2.5 times. Now, 40 % of Equifax’ s revenue comes from cloud platforms.
“ I’ ve now got line of sight on the next 40 % within the next two years, and then it’ s just the last mile after that,” he says.“ I’ ve grown the NPS in technology by about 30 points across the two years. I’ m currently running it just under 82 points.”
Putting customers at the centre of technology A critical aspect of Paul’ s approach has been ensuring technology teams understand the business impact of their work. This represents a fundamental shift from viewing technology as supporting business to recognising it as a core driver of value.
“ One of the big things that I did over the last two years is turning the conversation around,” Paul explains.“ All of my teams know their customer metrics on how the customers use us and why they use us.”
264 May 2025