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We’ve had a fantastic year – one to be proud of - and I’ve been really impressed with the energy and enthusiasm you’ve shown over the past 12 months. Not only have we celebrated our 150th year with our customers, we’ve also worked hard to make ourselves Locally Famous. With the Tour de France, our new branding and our new-look branches, you can’t say we’ve not been noticed. In this issue of It’s Mutual , I’m pleased to see that we also have some great coverage of our Lasting Legacy Fund, set up to mark our 150th year. The Fund is a fantastic way in which we’ve been able to make a dierence to the communities we serve. It’s been a terric year of achievement and celebration for us all. But while we’ve celebrated, we’ve also worked hard on some really challenging projects. I’d like to thank all of you for your enthusiasm and commitment during the past year. Mortgage Market Renewal, the work we’ve done on Conduct Risk, Complaints Re-engineering and Training and Competence – none of this has been easy. But your commitment towards putting our customers at the heart of everything means you’ve met those very dicult challenges over the past year, and I know you’ll continue to do that in 2015. I was really pleased to attend the recent Customer Conference, where we were able to discuss some of what the future holds. The theme was ‘Keeping a tight Professional Grip and Inspiring Brilliance’, and I know that since the conference, the leaders who attended have been busy letting many of you know about what emerged from the event. You can read about it on pages 10 and 11. Also in this issue, I’m pleased to see a feature on the work of our Research and Customer Experience teams and one on our Data Governance team. The fantastic work of all these teams is helping build real trust among our customers. So, on a personal note, I’d like to thank you all for the part you’ve played in what’s been an amazing year and hope that you all get the chance to enjoy a well-earned break. Take Care and have a great Christmas. It’s Mutual | Winter 2014 People Experience 2 CONTENTS Chief Ocer Viewpoint 3 Lasting Legacy 4 Trust in good data 5 Hearing voices 6 Spreading the festive cheer 7 A year to make us proud 8-9 Customer Leadership conference 10-11 Hitting the headlines 11 Record deals for treasury 12 At the heart of our communities 13 Marie Curie 14 Actionteering 15 Dave’s a world beater 16 Open Thoughts As we approach Christmas and the New Year, it seems like a good time to think about how far we’ve come over the past 12 months . . . and what 2015 will bring. Front cover YBS Blackburn Manager, David Marshall with members of the Rossendale and Pendle Mountain Rescue Team, who were one of 15 groups to receive £10,000 donations from our Lasting Legacy Fund. Find out more on page 4. Page 9 What did you do with your day o?
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