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08 Aug 2019
by Dave Dyson

Dave Dyson CEO at Three on the need for business leaders to lead culture change

Three’s goal is to be the UK’s best loved brand by our people and customers. We believe that by ensuring our people know that Three cares about their wellbeing it will affect how they feel about us as an employer. Our people are what makes us unique and their wellbeing is a primary driver of our employee engagement. It makes sense to make it a big part of our culture.

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We have two board members who have openly shared their own mental health experiences. In fact, these personal experiences were one of the key reasons we started to really focus on wellbeing in 2016. When we signed the Time to Change employer pledge they shared their stories with the whole business which encouraged others to share their stories too. We also have a Time to Talk representative on the board. People in Three know it’s okay not to be okay. It’s been incredible to see the wellbeing agenda advance as far as it has done, and our people always have the full support of every member of the board.

We measure eNPS (employee net promoter score) three times each year through an employee survey. Part of this survey specifically focuses on wellbeing which gives us a score as well as verbatim remarks that employees make. Wellbeing has grown to be one of the highest scoring parts of the survey, and forms part of the eNPS update we provide to our shareholder.

This is a time of fundamental change for the telecommunications and retail industry. With 5G coming soon, we face challenges such as building the technology to support it while ensuring we continue to meet our customer needs. It’s essential we prioritise the wellbeing of our people. We will continue to listen to our people and take every opportunity to ensure their wellbeing is cared for, and that our wellbeing initiatives are supporting their needs.

One thing we’ve learned during our journey is that each company needs to create an approach that works for them based on the nature of their business and the needs of their people. While we are encouraged by the focus mental health has received from government and high-profile royals in recent months, and would like to see more, it’s really the responsibility of business leaders to decide on the culture they want to create, and take action to create it.

The author is Dave Dyson, CEO at Three