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BT Enterprise (B2B) wanted to upskill, re-energise and embed new innovation ways of working across their Experience Design teams of over 80+ Service Designers & Business Analysts.

A key part of the overall transformation program was providing 1:1 mentoring & coaching specifically for innovation teams targeted to senior practitioners including development of their teams.

CLIENT: British Telecom (BT) EE


A deeply introspective journey tailored to BT Experience Design and innovation teams, covering ten-hours personal mentoring & coaching per person. The program was developed to cover a range of development areas including:

  • Personal purpose
  • Underlying human needs
  • Professional goals
  • Unconscious blockers
  • Enabling behaviours & beliefs
  • Future goals oriented
  • Innovation topic tutoring
  • Practical day-to-day actions
Mentoring & Coaching Guidebook for Mentees FREE Download Guide

Tailored support resources

A 40-page mentoring & coaching supporting guidebook was developed to support each participant in documenting session activities, key learnings, aha moments and new insights.

Practical tools, frameworks and methodologies were deployed throughout the sessions to enable senior leadership personal growth & professional development.


Participants uncovered what drives personal meaning, intrinsic motivators, and blockers in order to translate into their day-to-day Service Design and Experience Design (XD) roles.

Along with the wider transformation program, 80+ team members underwent a cultural and capability transformation from operating as a support function to a thought partnership, strategic business, and innovation leadership role across the business.

Ripple effects

The program created significant ripple effects to other divisions. Senior leaders now up-level their teams with a rich set of mentoring & coaching approaches, learned and applied through personal hands-on development journeys.

Mentee’s both starting and those towards the end of their careers frequently gave feedback the sessions were the most significant and important professional development programs of their entire careers.

10/10 ratings

Consistently scores 10/10 by participants with participants consistently requesting further sessions.

Scaling impact

Program requested organically and scaling across further business units.

It's been very eye-opening, insightful, enjoyable and humbling... A very worthwhile experience. I feel more enthused and excited about what I can do.

Maureen ThorlinBT Enterprise Experience Design Lead

More about our mentoring & coaching programs

See how we drive new capabilities & impact through our 1:1 mentoring & coaching programs.

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