Transport for London (TfL) faced challenges during the pandemic, including a 95% revenue and ridership drop. The team spirit was inspiring, but post-pandemic, issues of fairness, transparency, support, and inclusivity emerged. Employees were dissatisfied with the performance and talent approach. TfL needed to restore confidence, culture, and performance. A new vision was created: “To be a great place to work for everyone to thrive.” Leaders needed support to deliver this vision.

TfL aligned talent/performance management with values of being Open, Caring, and Adaptable. It launched Conversation Matters, focusing on active listening, empathy, inclusion, and effective feedback, sponsored by the Chief People Officer.

The initiative was successful, achieving a 97.6% net promoter score and similar employee time value metrics. With an 86% goal completion rate, it improved 1:1 conversations, openness, and inclusivity. Employee feedback was positive, with 74% agreeing on improved conversations with leaders.

The programme won the Best Coaching Programme and Personal Development Initiative at the Business Culture Awards 2023.

Without leaders modelling an excellent approach to customer service, culture change would fail across the rest of the organisation. Our delivery needed to be an integrated and blended experience at all levels, including senior and middle management and the station line teams.

Performance management was the key focus here. A combination of our Truth Teller tool, 1:1 coaching, and Making it Real events improved the delivery of customer service across London Underground.

In 2017 the programme was awarded numerous awards at the Training Journal, HR Excellence, and Business Culture Awards.