how agile boosts staff engagement up and colleagues have been bouncing up and ... ‘rather than...

#AgileBizConf19

HOWAGILEBOOSTSSTAFFENGAGEMENTRajChana,JCURV&TonyCrane,BankofIrelandUK

Twitter:@JCURVs|LinkedIn:jcurv

#AgileBizConf19

STAFFENGAGEMENTBYCOUNTRY,%

Source:AON,2018TrendsinGlobalEmployeeEngagement

38

54 5456 57 58

60 6062

64 6468 68

71

76 76

Japan Germany France UK Netherlands Spain Australia Switzerland Italy Thailand US China Canada India Indonesia Brazil

GlobalAverage(65%)

#AgileBizConf19

JCURV:OURMISSIONISTOINCREASETHEUK’SAGILITY

#AgileBizConf19

+38% I’M REALLY ENJOYING MY ROLE

+45% ITS EASY TO GET THINGS DONE

AROUND HERE

+25% I’M MAKING A POSITIVE DIFFERENCE TO OUR

CUSTOMERS

+20% THERE’S A GREAT TEAM SPIRIT

IMPACTONENGAGEMENTLEVELS

+21%

#AgileBizConf19

IMPACTONENGAGEMENTLEVELS-THEFEEDBACK

‘Ilikethesmileswhenthingswork!I’vecomealongtoastandupandcolleagueshavebeenbouncingupand

downbecausethey’veactuallymanagedtodosomethingthey’venotbeenabletobefore.They’ve

solvedsomethingandfeelreallygoodaboutit!’

‘Forthefirsttime,Iambeingtrustedtofixasignificantbusinessproblem,workingwiththe

rightpeopleandnotweigheddownbybureaucracy.Wecandeliverthingsinweeksratherthanmonthsoryears.Iamloving

workinginthisway!’

‘Ratherthanfailingtwomonthsdowntheline,withthisapproach,youmightfailwithintwoweeksbutthenyouchangetackforthenexttwoweeksandyoulearnhow

thingsshouldbedonealotfaster.’

#AgileBizConf19

WHYAGILEHASTHISIMPACTONENGAGEMENT

PURPOSE AUTONOMY MASTERY

Ref:Drive,DanielPink(2009)

#AgileBizConf19

ENG

AG

EMEN

T LE

VELS

TIME

STAFFENGAGEMENTPATTERN

4.6 4.5

5.86.6

5.45.9

Thebusinessisgoodatputtingourpeoples'bestideasintoaction

Ourprocessesandwaysofworkingareefficienttomanagechange

DENIAL

ANGER

EXPLORING

ACCEPTANCE

#AgileBizConf19

0

30

90

ENG

AG

EMEN

T LE

VELS

TIME

180

STAFFENGAGEMENTPATTERN

4.6 4.5

5.8

6.6

5.45.9

Thebusinessisgoodatputtingourpeoples'bestideasintoaction

Ourprocessesandwaysofworkingareefficienttomanagechange

350

#AgileBizConf19

JOURNEYATBOIUK

#AgileBizConf19

OURTRANSFORMATIONOBJECTIVES

1

3

2CUSTOMERAND

COMMERCIALIMPACT

INCREASEPEOPLEENGAGEMENT

CREATEASUSTAINABILEIMPROVEMENT

#AgileBizConf19

OURTRANSFORMATIONPRINCPLES

1 DELIVER VALUE EARLY & OFTEN

• I will plan/deliver value in each sprint• We set time-boxed goals and keep to them

2 BE BRAVE: MAKE A DECISION

• I will push boundaries & encourage innovation• I’m empowered to make decisions• I will do no harm

3 ONE TEAM PHILOSOPHY

• We commit to empower team members to execute a 1st team way of working

• We succeed together

4 ACTION BEFORE PERFECTION

• We will learn fast through iterations• We will not be afraid to fail• We will streamline governance

5 PUT THE CUSTOMER IN THE ROOM

• We will use insights to drive decision-making• We are sincere enough to action customer feedback• We will look at things with an open mind (no baggage)

6 POSITIVE LEARNING CULTURE

• We will celebrate success, failure and learnings all along the way

• We will be open to positive feedback whilst always doing the right thing

#AgileBizConf19

CREATINGASAFEENVIRONMENT

3 YEAR PLAN

CLARITY OF VISION

AGILE OPERATING

MODEL

GROW CAPABILITY

CUSTOMER INSIGHT PRINCIPLES & BEHAVIOURS

EMPO

WER

ED

Delivery Teams

Product Owners

ExCo

CUSTOMERS, STAFF

LEADERSHIPAPPROACH OURAGILEFRAMEWORK

“Asacustomer,BankofIrelandmademefeelcaredfor,respected,understoodandvaluedthroughoutourrelationship”

#AgileBizConf19

30 60 90 120

AppoutconversationsincreasedReducedofferturnaroundtimes

Broker&customerpanelssetup

Increasedbrokerconversionrates

ImprovementinretentionratesReducedapptocompletiontimes

BetterqualityCXdashboard(valuesbased)AllCXusingagileandopmodelmobilised

BETTEROUTCOMESFORTHECUSTOMER

I understand my mortgage and understand what to do if I need more information

UNDERSTANDING

PROPOSED RATING:

CUSTOMER

ISSUESRED or AMBER

METRICSOUTSTANDING

ACTIVITIES!

AMBER

I am treated fairly and my circumstances are fully considered when Bank of Ireland makes a decision

CULTURE

PROPOSED RATING:

CUSTOMER

ISSUESRED or AMBER

METRICSOUTSTANDING

ACTIVITIES!

GREEN

Bank of Ireland provides suitable mortgage products which meet my needs and circumstances

PRODUCT

PROPOSED RATING:

CUSTOMER

ISSUESRED or AMBER

METRICSOUTSTANDING

ACTIVITIES!

AMBER

Bank of Ireland understands my needs and provides services which exceed my expectations

SERVICE

PROPOSED RATING:

CUSTOMER

ISSUESRED or AMBER

METRICSOUTSTANDING

ACTIVITIES!

AMBER

TRUSTI trust Bank of Ireland and feel comfortable reaching

out to them to discuss anything concerning me

PROPOSED RATING:

CUSTOMER

ISSUESRED or AMBER

METRICSOUTSTANDING

ACTIVITIES!

AMBER

Bank of Ireland acts on my feedback and takes steps to rectify any issues

INSIGHTS

PROPOSED RATING:

CUSTOMER

ISSUESRED or AMBER

METRICSOUTSTANDING

ACTIVITIES!

GREEN

2 2/3 1 5 3/4 6 2 1/4 5

3 0/3 0 8 0/5 7 0 0/2 2

#AgileBizConf19

BETTEROUTCOMESFORTHETEAM:HOWITFELTAT180DAYS

3.84 3.84

5.405.74 5.58

6.116.53

6.20 6.21 6.37

5.58

6.306.00

7.507.90

7.50 7.70 7.907.30 7.20

5.80

7.11

The businessis good at

putting ourpeoples best

ideas intoaction

Our processesand ways ofworking are

efficient

I am beingrecognised

for mycontribution

There is agreat team

spirit

I feelempowered

by the teams'leadership

I am clear onwhat we

needed to do

I am making apositive

difference tobusiness

performaceand our

customerslives

I am learninga lot

I am reallyenjoying my

role

My worklifebalance isvery good

AverageEngagement

Score

Before Now

+64% +56% +39% +38% +34% +26% +21% +18% +16% -9% +27%

#AgileBizConf19

PURPOSE

HOWENGAGEMENTINCREASED

AUTONOMY MASTERY

•  Customerswereattheheart •  Createdasafeenvironment •  20individualspromoted

•  Compellingawesomestatement •  Teamsself-managedtheportfolio •  Cross-businesstalkingandsharing

•  Frequenttestandlearnwithrealcustomers

•  Teamsbeganworkingmorefluidly •  Establishedcommunityofpractices(POsandSMs)

•  Deliveringsocialgood •  Teamswereempoweredtoremoveimpediments

•  Agilewentviralasaresultofagileambassadors

‘Ourculturedidn’thelpusbecomemoreagile.Itwasbecomingmoreagilethathelpedtochangeourculture’

TonyCrane,BOIUK

#AgileBizConf19

ACTIONS

REGULARLYMEASURE&ACT

PROACTIVELYMANAGETHEDIP

IDENTIFY&NURTUREAMBASSADORS