Hearing customers and colleagues of faith, at board level

• ClientA building society. The client is not named here; delivery is described by sector to protect client confidentiality.
• The problemSenior leaders wanted to understand how customers and colleagues whose lives are shaped by faith experience the organisation, in their own words rather than through survey data.
• What we didCultivIQ designed and facilitated a faith and belief listening circle, bringing faith and community voices into the room with the senior leadership team, structured around real decisions the organisation faces.
• Who took partThe chief executive and senior leadership team, with five faith contributors convened by CultivIQ.
• What it producedA written insight summary and a set of priorities for the leadership team to work through.
• Why it matters for governanceConsumer Duty asks firms to deliver and evidence good outcomes for their customers, including customers with characteristics of vulnerability. A listening circle produces first-hand evidence about customer groups that standard data rarely reaches, and a record of what the organisation decided to do with it.

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