Customer + Talent Retention


New Chief Administrative Officer inherited a misaligned leadership team that was losing key talent. 


Leadership misalignment resulted in different leaders running conflicting culture initiatives in the company.


Diagnose: Defined the employee experience across the firm and benchmarked best practices. Assessed organizational structure against customer needs. Diagnosed leadership alignment opportunities.

Measure: Instituted a voice of employee feedback measure and a voice of internal customer measure. Also introduced a manager effectiveness measure. 

Change: Executed a change plan including a restructure and upskill of the HR team to provide accountability for alignment at the leadership level and consistency in the employee experience. 


Increased employee retention driving increased client retention with more relationship continuity.