Stephen White – YBS Interim CEO

“We now have the conversation in the room and can challenge constructively. We’ll ask each other, ‘What does this mean for the organisation?’ It’s not just about what this means for you. This takes the heat out of the conversation and allows for a more strategic discussion about what’s right for the organisation.”

“One of the things I’ve realised is that the executive team still has to have a bit of fun together, but to do that you need to feel trusted and safe. If you don’t trust each other, your guard never truly comes down. Working with Complete has allowed us to be less guarded in a safe environment and to have a bit of fun, but it always feels controlled.”

“Initially I would get frustrated because it seemed to be taking so long to align. I thought that surely 80% would be good enough. But with Complete’s help we forced ourselves to get to 100% alignment. It was the best thing we ever did. When we went to the senior leadership team, they could see we were aligned and that galvanised them to become aligned. We communicated our purpose – real help with real life – alongside four strategic priorities. We could do all that on one page that was sent out to the whole organisation. It landed and was understood and meant everyone was pointing in same direction.”

“We have just announced strong results across the board – some of our best ever in terms of value, capital, liquidity and also engagement. A lot of that is down to Complete and how they have helped us work as a team.”

“Comparatively speaking, we were probably the best performing retail bank in the UK in 2021. Working with Complete has enabled us to get the best out of ourselves.”