Dr Simon Hayward is the author of Connected Leadership: How to build an agile business (2016) and The Agile Leader: How to create an agile business in a digital age (2018). He is a regular international speaker on leadership and creating organisational agility. He runs Cirrus, a consulting firm with blue-chip clients such as Three (UK), Standard Chartered Bank, BT Group, GSK, and MYOB. Simon is also an honorary professor at Alliance Manchester Business School.
Simon has a DBA and MBA from Alliance Manchester Business School and an MA (Hons) in English from Oxford University. He is a Fellow of the Chartered Management Institute and the Royal Society of Arts.
Simon and Cirrus have been recognised by several major awards. Cirrus was recognised as the UK’s Best L&D/HR Consultancy by the CIPD People Management Awards in 2017 and has been shortlisted for the same award in 2019.
Day One Case Study: Executive Session 13:35 – 13:55
Three UK: Making customers love us through agile working by Dr Simon Hayward together with Amanda Lambert, People Director at 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.
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.