Why diversity is driving innovation

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INNOVATION is often viewed through the lens of technology and transformation. In a lending environment where customer needs are constantly evolving, Liberty believes meaningful innovation starts with people. Across the industry, customers are increasingly presenting with diverse circumstances, creating a growing need for lending solutions that think beyond traditional approaches. Bringing together people with different experiences and ways of thinking has become an increasingly important competitive advantage for lenders and brokers.

As one of Australia’s leading non-bank lenders, Liberty offers innovative solutions to support customers with greater choice. For close to 30 years, this free-thinking approach to loan solutions has seen us help nearly one million customers across a wide range of home, car, personal and business loans, as well as SMSF lending and insurance. Liberty remains the only non-bank lender with an investment-grade credit rating offering custom and prime solutions to help more people get financial.

JAMES BOYLE, LIBERTY

For Liberty chief executive officer James Boyle, diversity and inclusion are not standalone people initiatives. They are business imperatives that support innovation and lead to improved borrower outcomes. “Different perspectives can help generate new ideas and challenge traditional thinking so we can better respond to evolving customer needs,” says Boyle. This is particularly relevant when supporting customers with varied goals and financial circumstances, where understanding different perspectives helps Liberty teams think beyond standard lending scenarios and consider a broader range of solutions. Innovation starts with diverse thinking There is no such thing as a typical borrower. Every customer has unique circumstances, challenges and goals. For lenders and brokers, recognising these differences is critical to developing solutions that respond to borrower needs. According to Boyle, understanding customers starts with building a workforce that reflects the diversity of the communities they serve. “Our purpose of helping more people get financial is strengthened by having team members who understand the range of customers we support,” says Boyle. These perspectives can help identify barriers and reveal opportunities that may otherwise go unnoticed. In a business built on finding solutions, this leads to more customer-centred solutions and inclusive policies. “Different ways of thinking are incredibly valuable in a business like ours, where problem-solving and innovation are so important,” says Liberty chief people officer Anne Bastian. For Liberty, diversity is about creating opportunities for all team members to contribute and improve outcomes for customers and brokers. This philosophy is reflected in initiatives such as Liberty’s Neurodiversity Network, which promotes understanding and recognises the value different thinking styles bring to innovation.

“Different perspectives can help generate new ideas and challenge traditional thinking so we can better respond to evolving customer needs”

As borrower needs become increasingly complex, Liberty explores how inclusion, belonging and diverse perspectives in the lending industry can strengthen innovation and help to improve customer outcomes

Published 21 Sep 2026

Why belonging matters While diversity brings valuable perspectives, inclusion is what enables those perspectives to make a difference. People are more likely to share ideas, challenge conventional thinking and contribute to innovation when they feel safe, respected and able to be themselves. “At Liberty, we have a deliberate approach to inclusion. We embed inclusive thinking into how we lead, make decisions and support our people every day,” says Boyle. Leaders play a critical role in creating inclusive workplaces and fostering a genuine sense of belonging. “People want to feel supported, respected and able to grow,” adds Bastian.

That sense of belonging benefits both employees and organisations. It encourages collaboration, supports innovation and helps create workplaces where people can perform at their best. Liberty’s commitment to inclusion is reflected in its workplace culture. An internal employee survey found 95% of staff are proud of the support and work Liberty does around staff wellbeing and its culture of inclusion, while 99% agree that Liberty is committed to being a diverse and inclusive company. For Liberty, these results reinforce an important belief: when people feel they belong, individuals, teams and businesses are all better positioned to succeed. Turning inclusion into action Creating an inclusive culture requires ongoing learning, meaningful conversations and opportunities for people to connect. Liberty supports inclusion through initiatives designed to encourage belonging and amplify voices. One example is the Liberty Pride Network, which plays an important role in creating a workplace where LGBTQIA+ employees and allies feel safe and respected. “We want every LGBTQIA+ team member to feel valued, supported and empowered to be themselves. Fostering a genuine sense of belonging is central to that,” says Boyle. The network provides opportunities for education, awareness and connection, while ally training is available to all team members to help build understanding and reinforce inclusive behaviours. “These networks also give leadership really valuable insight into what matters to our people and help shape initiatives across wellbeing, inclusion and culture,” says Bastian. Liberty’s broader inclusion strategy consists of programs that support career development and leadership opportunities. Initiatives such as Women in Leadership help build capability, confidence and career progression, while the AdviseHer Circle supports the growth, development and retention of women in broking. Together, these initiatives help create a culture where people feel heard, valued and empowered to contribute.

What the industry can learn According to Bastian, inclusive workplaces are achievable for organisations of all sizes. While the initiatives may differ, the principle remains the same: people are better placed to collaborate and innovate when they feel they belong. “We want Liberty to be a standard-bearer in our industry when it comes to diversity, inclusion and opportunity,” Bastian says.

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“Different ways of thinking are incredibly valuable in a business like ours, where problem-solving and innovation are so important”

Anne Bastian, LIBERTY

As customer expectations evolve and borrower circumstances become increasingly complex, organisations that embrace diverse perspectives and foster inclusive cultures may be better positioned to understand customer needs and adapt to change. Inclusion is more than a people initiative at Liberty. It is part of building a stronger, more innovative business where traditional thinking is challenged to help deliver distinctive customer outcomes. In the lending industry, connecting with customers is fundamental to building lasting relationships. “When our team reflects the diversity of the communities we serve, we can gain deeper insights, stronger connections and more inclusive solutions,” says Boyle. The more effectively a business can understand the borrowers it serves, the better equipped it can be to identify solutions and support a broader range of customers.