The objective was to show that diversity, inclusion and wellbeing were pillars of the culture at the Financial Ombudsman Service, as well as reporting on progress and identifying 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 we needed to be inclusive to be good at our job.
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.