Amanda Lambert is People Director at Three UK, where she has led the transformation of people and culture and introduced agile ways of working. She has also launched a ‘wellness’ programme with a focus on removing the stigma around mental health to ensure that all Three colleagues can be at their best.
Amanda initially joined Three UK in February 2009 as Sales Director, responsible for Retail, Online, Indirect, Business and Telesales.
Before joining Three UK, Amanda held senior leadership roles at O2 including Head of Indirect, Head of SME and Head of Online and Telesales.
Day One Case Study: Executive Session 13:35 – 13:55
Presenters: Dr. Simon Hayward, together with Amanda Lambert, People Director, Three UK.
Five years ago, Three UK was the UK’s most complained about mobile operator. In order to transform from a price-led to a customer-led business, they have changed their ways of working and leadership approach. They worked on building empathy with colleagues and customers, developing emotional intelligence and trust across the business. This has created an environment where people take risks and fail fast and learn. Three did the same thing with consumers, refocusing on their core purpose, restoring confidence in the network, breaking the rules of mobile in the UK with free international roaming and free emergency calls, as a way to demonstrate empathy with the consumers’ mobile lives.
The results have been amazing – record employee engagement scores, record customer net promoter scores, and record profits.
Key points from the session include:
• Increased empathy, which is all about seeing the world from another person’s perspective, has led to greater psychological safety and willingness to experiment. This has led to a culture of continuous improvement across all functions, especially network operations and customer experience.
• Ruthless prioritisation has led leaders to make difficult choices between investment options, primarily focusing on what will improve the customer experience.
• Collaboration is a key behaviour in Three and it is played out in the way the business organises self-managing ‘circle’ teams to drive improvements across functional areas. The senior leadership team has been on a journey towards being great role models for the business.