Fidelity is an exceptionally successful, global, family owned financial services institution. Their customers include major corporates, independent financial advisors and consumers. In 2014, when they started working with Pecan, they recognised that they needed to evolve their culture – building on strengths and becoming more customer focussed to deliver their vision. Key shifts included increasing their levels of innovation, collaboration, pace and risk taking.
Pecan is working in partnership with leaders across the business to define, design and deliver a series of specific and focussed interventions. All 600 leaders and people managers across the UK and India are active participants in the programme. The programme, in its current form, is designed to run through 2016 with an emphasis on embedding to maximise the impact and success of each component of the programme. The measures of success, >90% employee engagement and >50 NPS are well on the way to being achieved.
“You have had a phenomenal impact on senior leaders and our front line managers. You are flexible and adaptable, making great content relevant to different audiences and you built on what had already been done. Customer satisfaction is improving month on month, as is the proportion of calls achieving a gold rating”
Debbie Wates, Head of Client Services, Fidelity