I will dial up how I obtain colleague sentiment and focus on creating brand ambassadors in my branches, celebrating successes and encouraging more peer to peer feedback.

Structure and develop the team to finish the job on CEP then move the team to support the build of the technology that will drive operational improvements to deliver our ambition

Supercharge bubbles with positive agitation of journey owners and find better ways for closing the loop even when we cannot pop.

I will keep #1 for customer service at the heart of all interactions, challenging the bad and the ugly as well as the good. Spending more time with customer facing colleagues

In the absence of data, we need everyone to care a little bit more about their customer. We need to personalise experiences and I will do this through team observational feedbac.

I will give clarity through communication of why we need to be #1 for service and ensure that everyone understands they are empowered to learn, share, fail and succeed.