Case Study: First Direct achieves stronger leadership and transformation success with PSI True Talent

first direct - Customer Case Study

First direct, a leading bank known for customer service, was in a period of growth and transformation and needed its newly formed leadership team to quickly establish effective ways of working together. The challenge was to bring all employees through change while building emotional intelligence and stronger leadership capability. PSI True Talent, through its PSI Business JCA Global, supported the team with a tailored development approach.

PSI True Talent implemented a bespoke team development programme using diagnostics, one-to-one coaching, and facilitated workshops, including Emotional Intelligence Profile and Leadership Climate Indicator tools. The leadership team improved collaboration, self-awareness, and handling of conflict and ambiguity, resulting in healthier working relationships and smoother processes. First direct also exceeded growth targets and stayed on track to deliver its digital strategy.

First direct

Rachel McNee

Head of HR