First Direct

Top team development to enable transformation

The challenge

First direct is widely recognised as the best bank for customer service, topping the Customer and Markets Authority customer service league tables in 2018. As a result, the business is in a period of growth and change, expanding into non-traditional markets and developing its digital capability.

When they approached PSI, first direct had a newly formed leadership team that needed to rapidly establish new and effective ways of leading and working together. It was vital for first direct to take all of their people with them on the change journey and operating with Emotional Intelligence (EI) was identified as critical to success.

The solution

We created a bespoke team development programme involving diagnostics, one to one coaching and facilitated workshops. PSI’s Emotional Intelligence Profile and Leadership Climate Indicator were used to enable leaders to:

  • Develop their Emotional Intelligence to engage and lead their teams successfully through transformation
  • Work collaboratively and effectively as a team
  • Challenge each other and their teams to drive high performance
  • Be ‘positive agitators’, adopting and enabling a growth mindset.

The results

The leadership team has experienced improved relationships and healthier ways of working, particularly when dealing with challenging situations such as ambiguity, priority tension and conflict. As well as smoother processes, increased self-awareness and improved management have led to the leadership group and their teams seeing consistently better outcomes.

In addition, the team have become advocates for the journey the business is on. They are exceeding all of their growth targets and are on track to achieve the digital strategy. The concepts of Emotional Intelligence are being cascaded down to fully embed the importance of Emotional Intelligence into the business.

PSI created a safe environment where we could explore current ways of working. They encouraged us to challenge ourselves and each other to drive greater team collaboration and effectiveness and move forward in a very real and tangible way.

Rachel McNee, Head of HR, first direct

Read More Stories