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#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
