Quality & Customer Experience Modules

Understand key models, theories and tools to simplify your processes and ways of working. Consider the opportunity to improve by applying CI principles to how you plan, schedule and manage resources.

Published on 23 July 2026

Twelve Months In: Leading with Intent, Engagement and Culture

Stepping into a senior leadership role in a new organisation is rarely a clean slate. It is more often like joining a story already in full flow. For Hannah Will, her first year in post felt exactly like that.

“It was like being dropped into the middle of a very complex story halfway through the book, with no glossary or terms of reference.”

Despite a warm welcome, Hannah quickly realised that success would not come from imposing solutions, but from listening deeply, understanding unspoken dynamics, and earning trust through authenticity.