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A leading global bank partnered with us to help Relationship Managers confidently discuss sustainability and sustainable finance with customers. Through a behavioural-led digital learning programme and practical toolkit, we closed key capability gaps, enabling better customer conversations and supporting the bank’s net zero ambitions. The programme was so successful that it was expanded into another global business division.
A leading global bank partnered with us to help Relationship Managers confidently discuss sustainability and sustainable finance with customers. Through a behavioural-led digital learning programme and practical toolkit, we closed key capability gaps, enabling better customer conversations and supporting the bank’s net zero ambitions. The programme was so successful that it was expanded into another global business division.
The importance
The insight
The intervention
The Impact
Global
Financial services
210,000 employees
Sustainability is a key part of this client’s strategy, with an ambition to be the leading bank for the transition to a net zero global economy.
They came to us for help because they felt that there was a lack of awareness around the Commercial team’s sustainability agenda and what it means in practical terms. In particular, they wanted their global population of Relationship Managers to be able to articulate the strategy clearly, know their way around the sustainable finance products that underpin it, and ultimately support their customers better.
We discovered that motivation wasn’t a problem. There was a lot of enthusiasm from Relationship Managers for talking to their customers about sustainability and sustainable finance products.
It was more of a capability issue. They weren’t completely sure how sustainability fitted into their role and lacked the confidence to talk about the topic knowledgeably with their customers – even though they might want to.
They also hadn’t had the opportunity to hear what other colleagues were doing in this space, and weren’t sure where to go for more information.
We created a fresh and engaging digital programme with the aim of making a difference to the day-to-day role of Relationship Managers. It was comprised of a number of modules with bite-sized topics that employees could dip into depending on their need at that particular time.
A core part of the programme was to help build confidence by taking Relationship Managers through typical conversations that they might have with their customers to support them in knowing who to approach and when it might be appropriate to introduce sustainable finance products.
The other key area was a toolkit with overviews of the full sustainable finance portfolio, providing just-in-time access to product information. This was created to help Relationship Managers identify suitable products for their customers’ needs, along with an overview of the approval process and when product specialists or senior stakeholders need to be brought into the customer conversation. It also provided real customer case studies that could be used as examples of success stories in their client conversations.
Our client was looking for clear ROI measurements such as increased sales of sustainable finance products, a year on from programme launch, along with improvements in Relationship Manager confidence surveys.
Thanks to the programme’s success, we were asked to create a similar intervention for their Global Trade Solutions team. This division provides international trade, supply chain financing, and risk mitigation solutions for corporate and commercial banking clients.
We'd love to explore the potential for behavioural science to inspire positive change within your organisation.
