K2 & AXA Insurance (UK) – transforming the culture in a key part of the organization

Abstract

PurposeK2's work with AXA (UK) has developed from a single “athlete at work” workshop for one manager into a high‐performance coaching program across 40 claims teams in multiple sites. It also formed part of AXA's Fast Forward initiative for accelerating individual talent. This paper aims to explore how the program developed at such scale, changing the inherent performance culture within AXA's critical claims business and giving the teams improved control over their results outcome.Design/methodology/approachDelivery of K2's elite team program to front line claims teams and management personnel was designed to inspire confidence, improve morale and establish a network of support, thereby triggering a sustainable cultural change within the organization and all‐round better performance.FindingsThe author demonstrates how a structured, premeditated performance program can often lead to unexpected, organic shifts in behavior that positively influence and alter a company's future outlook and performance ratio. By taking ownership of new styles of working, leaders can inspire and innovate through workforce participation, creating highly beneficial standalone initiatives that are adopted into the business on a permanent basis.Originality/valueThe article summarizes the relationship between K2 and AXA Claims, the difficulties facing both staff and leaders at the outset of the program, and how K2 set about effecting lasting change through use of individual and team techniques and methodologies.