Arup: London Underground project (1.5 – 2 years)
Leadership Development Coach and Facilitator, Leading Customer Operations programme – Frontline Leaders
Why did Arup come to us?
Arup needed engaging and passionate leadership development coaches and facilitators for the Frontline Leader portion of the Leading Customer Operations (LCO) programme. The goal was twofold: (1) to develop their frontline leaders (those who run the stations and trains) and (2) to develop the next level up, called “Centurion” leaders, with the skills to co-facilitate workshops effectively, maximising delegate engagement and development.
What did we do?
- Facilitated Workshops: Conducted small to medium-sized workshops for Stations and Trains staff, covering six key topics over 12-18 months.
- Coached Middle to Senior Leaders: Provided tailored coaching to middle and senior leaders, enabling them to deliver high-quality leadership development workshops for their frontline leaders (Station Customer Service Managers, Trains Managers, operational managers).
- Supported with Arup Design Lab: Assisted in the creation and implementation of tools and skills to be incorporated into the workshops, ensuring a comprehensive and practical learning experience.
Testimonial
“What can I say about Sarah’s facilitating skills?…. Wow! She is energetic and very engaging. Her command of the room with her knowledge and energetic approach ensures that everyone gets involved and is engaged.
Sarah has the right level of empathy, expertise, humour and knowledge to ensure that every participant comes away with having a good experience and learned enough to take back to the workplace.
Everyone that I’ve met who has attended her workshop remembers Sarah, and more importantly remembers something they have gained from her workshops.
I always look forward to facilitating a workshop with Sarah…..great experience and one I would recommend to anyone, at any level!”
Olawole Musa: Area Manager, Transport for London (London Underground)