People First Bank and Backbase have announced the successful launch of People First Bank’s new digital banking platform, operated by Backbase’s AI-native Banking OS – a major milestone in the bank’s broader technology transformation.
People First Bank was formed through the merger of Heritage Bank and People’s Choice in 2023, with the goal of bringing together two distinct legacy technology systems to serve approximately 750,000 customers nationally.
The new platform underpins the recently launched People First Bank App and Online Banking experience, providing customers with simpler onboarding, stronger security, improved reliability and a more intuitive user experience.
People First Bank selected Backbase for its flexibility and proven market track record. Backbase allowed them to work toward unifying their platforms and channels without replacing any core banking systems – reducing risk and accelerating time to market through pre-built journeys for onboarding and lending. It also provides a strategic integration asset, making future mergers easier to execute and positioning the bank as a partner of choice in Australia’s customer-owned banking sector.
Andy Weir, Chief Technology and Transformation Officer at People First Bank, said the new platform was an important step forward for customers.
“Digital banking is the primary way most customers engage with their bank, so getting that experience right is extremely important,” Weir said.
“Customers can now join more easily, navigate their accounts more intuitively and access improved support when they need it. We have also built a foundation that lets us keep improving over time.”
Weir described the launch as one of the bank’s most significant technology milestones.
“This is a major step in a broader transformation program that is modernising the technology that supports our customers and our people,” Weir said.
“Over the past three years we have delivered a new residential lending platform, and now a completely new and enhanced digital banking experience.
“Importantly, we have done this in a way that creates a strong basis for future delivery, allowing us to continue improving digital banking, while progressing payments and core banking initiatives in the year ahead.”
The digital banking partnership delivered six production releases in the first nine months, and more than 600 employees participated in a launch program ahead of customer rollout to refine the experience and identify improvements.
The platform is currently being rolled out to former People’s Choice customers, with Heritage customers continuing to use existing digital banking services while preparations for their migration continue.
Weir said the phased approach reflected the bank’s focus on customer experience and operational resilience. “This is a significant change and we want to make sure customers are supported every step of the way. The staged rollout allows us to focus on delivering a smooth transition while continuing to learn and improve.”
Jeremy Thomas (pictured), Regional Vice President ANZ at Backbase said, “People First Bank is one of the most significant digital launches in Australian customer-owned banking. The team’s commitment to getting this right, from executive alignment to staff onboarding, is what made it possible. We’re proud to partner with People First Bank and what they’re building for their customers.”
