Case Study: a large financial services organization boosts service delivery and employee alignment with Eagle Hill Consulting

a large financial services organization improves Net Promoter Score by 20 points with Eagle Hill Consulting

The procurement office of a large financial services organization sought to improve its organizational performance by transforming its poor internal culture and negative external customer perception. They engaged Eagle Hill Consulting for its expertise in organizational change management and culture change to address these challenges.

Eagle Hill implemented a solution that gave employees a central role in the process, utilizing their unique Living Labs approach to employee-led change. This included defining a new vision, facilitating strategic planning, and launching a change champion program. The results included a 20-point improvement in Net Promoter Score, a 17% increase in employees understanding their role expectations, and 19 internal change ambassadors continuing to champion the transformation.