Following a challenging merger-acquisition process and the fallout from the financial crisis, Santander were struggling with inconsistency in the quality of their services, and behavioural expectations were not always clear. They wanted to co-create a shared, positive culture and a new way of guiding the business that was less about formal control and more about principles of personal leadership – where clarity of vision, values, behaviours and goals can empower people to exercise initiative and adaptability.
Clever Together had recently helped one of Santander’s organisational development teams to think differently about staff engagement. Given our broader focus on culture and behaviour change, and our low price points, compared to the “usual suspect” agencies, they chose to give our young agency a shot – they commissioned us as partners to help kick-start a culture change process for the UK bank.
Working with the CEO’s office:
In short, we helped the bank to co-create the Santander Way, a platform for culture change and business performance improvement, whilst building a new innovation engine and staff comms platform to tap the collective intelligence of their people. The legacy of our partnership with the CEO’s office and OD teams at Santander UK was felt at a number of levels, some of these include: