Having separated from Lloyds Banking Group in September 2013, TSB was created to bring more competition to the UK Banking market and ultimately better banking for all.
With a clear vision to become the “local bank for Britain” TSB engaged Blue Sky as their chosen partner to help them design and deliver a unique customer experience programme, covering every aspect of their day-to-day customer interactions. ‘The TSB Experience’, which took place over an 18 month period encompassed all leaders and front- line colleagues (6,500) across the bank’s branches and call centres. As timescales were tight we needed to be flexible and agile in our approach, often designing and delivering aspects of the programme in parallel and working with a specialist consultancy throughout to co-ordinate internal arrangements.
We wanted to make the whole learning experience feel very human and real for leaders and front-line colleagues, so that their learning could be brought to life throughout the TSB ‘customer journey’. This was achieved through a number of interventions, including:
Senior leader direction events
Train-the-trainer delivery approach
“Most improved Bank/Building Society in the most recent ICS UK Satisfaction Index and praised for its strong links to competencies and simplicity of message woven throughout the design.”“The whole experience was different to any other TSB training I have attended; everything was really active and not in a way that would embarrass anyone. Having the quizzes and different interactions really helped my learning and to see the benefit of it.”
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