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Listening to employees

matters more when

business gets disrupted

In Spring 2018, TSB employees (known as Partners) were working in challenging conditions for prolonged periods, due to system issues that caused significant disruption for some customers.

Crafting suitable listening exercises that can be executed easily at scale.

Sharing experiences and creating solutions

We created a platform, and two separate Employee Listening activities, for partners to share their experiences and to involve them in creating solutions.

15-minute exercises

Our 15-minute exercises were led by team managers. They used bespoke visual cards to encourage team members to discuss how they were feeling and to talk about their experiences, as well as identify factors that had helped them navigate the challenges.

90-minute in-person sessions

Our second exercise was a longer, 90-minute in-person session. TSB facilitators were trained to take Partners through three exercises designed to uncover individual experiences so that the bank could better understand the support that Partners required.

Informing ongoing activity

All feedback created by Partners and facilitators was collected by The Team across both types of session. We used a qualitative research method to analyse the feedback in all its forms, and the findings were reported back to TSB’s leadership team for action on a weekly basis.

The analysis helped inform ongoing activity, including the development of a new Partner Value Proposition, and showed the Partners that the leadership of the bank was listening and acting at a vital time.


The Team helped TSB craft suitable listening exercises that could be executed easily at scale. In a fast-changing environment, they were then able to help us analyse results and present them back as recommendations quickly

Sarah McPakeHead of Talent, Insights & Inclusion, TSB