Leading a Customer-First Culture

OVERVIEW

Course Information

Certificate on Completion

Leading a Customer-First Culture equips finance leaders to align teams, rituals, and innovation around what clients truly value, clarity, speed, and fairness, then make those behaviours stick. You’ll learn to set service standards and decision rights (SLAs, thresholds, RACI), coach consistently through a simple operating rhythm, and translate client feedback into action via a closed-loop system. You’ll design low-risk, evidence-based experiments with clear success and safety metrics, and use service design (journeys/blueprints) and client-centric KPIs to focus effort where it matters. Finally, you’ll embed the culture, role-modelling, recognition, and a responsive cross-functional structure.

This is a 3 unit CPD course that is made up of following contents: