first direct is widely recognized 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.
We created a bespoke team development program 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 leadership team experienced improvements in 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, participants in the development program have become advocates for the organizational change journey. The business is exceeding all of their growth targets and is 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.