Frontline staff embrace a digital role

The challenge

When HSBC launched an initiative to introduce a new role, the Universal Banker, they wanted employees to embrace the role with confidence and self-belief. Change is never easy and for many long-standing employees, this was no exception. Part of the role's challenge was becoming digitally literate and a digital banking advocate. So our challenge was to take over 4,000 customer-facing staff from all over the UK on a journey of change - personal and professional.

How the magic happened

The primary aim of the the programme - created by Abracademy and our partner organisation, Freeformers - was to cultivate a belief mindset in participants. By identifying, challenging and addressing fears, as well as providing tools to use at work, self-confidence was unlocked. People believed they could be digital advocates with the skills necessary for the Universal Banker role.

The outcomes:

• In the post-programme survey, participants reported feeling significantly more positive.
• Empowerment, hope, inspiration and knowledge emerged as strong themes.
• People were able to articulate key learnings from the programme.
• Participants were also able to relate key skills to the new role.