Welcome to our series of bite-sized episodes featuring favourite moments from the Leading for Business Excellence podcast series.

This minisode features Steve Vaid as he reflects on his journey of leading a cultural transformation from the charity sector to financial services. Discover how a relentless focus on the customer, from Net Promoter Scores to vulnerability analysis, not only lifted scores and retention rates but also built a team ready to thrive through crises, from a Royal Commission inquiry to Covid-19.

Listen to the full episode here: https://pmi.co.uk/knowledge-hub/customer-centric-leadership-insights-from-charity-to-commerce/

PERFORMANCE IMPROVEMENT IN AN AI-DRIVEN WORLD.
The Goals to Results Conference is back!
17th March 2026. Get your ticket here.


More from PMI:

• Dive into our Knowledge Hub for more tools, videos, and infographics
• Join us for a PMI LIVE Webinar
• Follow us on LinkedIn