FNB is one of the top 3 banks in South Africa and provides personal, commercial and corporate banking
services to more than 6 million customers across the country.
Even though numerous training and development initiatives had been rolled out in the past, these tended to be
quite fragmented and did not tie into the FNB Branch Banking’s overall business strategy. The result was
that customers had an inconsistent experience with differing levels of service depending on the branch they
Nature of the engagement:
Grow Consulting was contracted to assist with the design, development and national roll-out of a Service and
Customer Experience program. This process entailed conducting a thorough systemic analysis of the
business to identify the required curriculum content, as well as cultural and contextual barriers that may
impact the successful implementation. We then developed a highly interactive 4-day program that was
rolled out with our support to over 13 000 branch banking staff across South Africa. In support of the staggered
implementation approach, the various leadership layers from Provincial Executives, to Provincial Management Teams, Branch Managers and Service Champions were taken through in-depth alignment and development
Working with Grow Consulting on building the Passion in Action service program was an easy task.
The Grow Consulting team understood our business requirements and delivered a solution within
record time. Their service ethic is one to be commended and an outsourced partner to be highly
(Kirsty Dare - Head: Customer Experience Strategy and Support.)