A High Street Bank – Case Study

The Project​

This is Milk was contracted by a high street bank who had undertaken a huge organisational transformation to reorganise themselves around their customers.  In order to become more customer centric the high street bank saw job role changes, organisational restructures and a huge culture change as being at the heart of the transformation.    
  
The remit for the project was to understand the employee experience and design interventions to shift the organisation towards the desired culture, manifested through behaviours. 

What we did 

• This is Milk worked as part of a multidisciplinary team with the goal of  changing the leadership style of the organisation towards servant, agile leadership.  
  We conducted and critiqued extensive employee research exercises which included surveys, structured interviews and focus groups. Redesigning the research practice towards a community driven exercise - discounting focus groups as it was evident that had formed negative group think, 
  Introduced more community led problem solving practices such as action learning, relationship building through teaching, empathy mapping and creating an advocacy network to become change ambassadors and take part in co-creative, participative change design.​

What was the outcome?

• The servant leadership style helped to embed the changes with the teams delivering for customers and embed the principles of continuous feedback and psychological safety
  
• Designed a series of cultural and learning interventions that were very positively received and created ‘pull’ from the communities they were built for   
  
• Re-informed the roles of the Transformation Team and Human Resources to be that of facilitators in enabling learning and problem solving within the team   ​
  
• Enabled knowledge share into how to surface insights from within the community into design