The aims were to show that diversity, inclusion and wellbeing were pillars of the culture at the Financial Ombudsman Service, report on progress and identify areas for improvement.
Working with stakeholders across the service, I shaped a strategic narrative that brought to life both the impact of the service’s policies, and why being inclusive enabled us to better serve our customers.
I found people across the service who were willing to share their stories, including how carers, people sheltering and single parents had coped during the pandemic.