Background

In the fast-paced world of financial technology, change is the only constant. When a Fortune 500 company announced a massive reorganization to pivot towards artificial intelligence, it wasn’t just a strategic shift—it was an upheaval. The company laid off about 10% of its workforce, including key leaders and numerous colleagues. The atmosphere was tense; sporadic layoffs occurred without warning or communication plans, leaving employees on edge.

Amidst this chaos was our client, a newly appointed service design leader who had been with the company for less than a year. Tasked with establishing and growing the organization’s service design capabilities for flagship products, he found himself navigating not only his new role but also a storm of uncertainty and fear.

The Challenge

As a newcomer, he faced the daunting task of building his practice in an environment where morale was low and trust was eroding. The sudden departures of his manager and peers left a leadership vacuum and a team in disarray. He needed to prioritize his focus areas, manage his time effectively for strategic planning, and most importantly, maintain his composure to lead his team through the turmoil.

Our Coaching Journey

Recognizing the magnitude of the challenges ahead, he sought our coaching services at Thrive Dept to equip himself with the tools and mindset needed to turn this situation around. Our collaborative journey focused on three core strategies:

Deepening Emotional Intelligence: We worked on identifying emotional triggers, reframing negative thoughts, and choosing thoughtful responses. Using the STOP mindfulness technique—Stop, Take a breath, Observe, Proceed—we helped him remain grounded and responsive rather than reactive.

Building Resilience and Setting Boundaries: To prevent burnout and maintain focus, we emphasized the importance of setting boundaries. This involved allocating specific times for focused work and strategic planning, ensuring he wasn’t constantly engulfed by the surrounding chaos.

Sharpening Strategic Perspective: We engaged in strategic coaching partnerships to grow his practice effectively. Utilizing tools like journey maps and growth plans, we helped him craft a clear vision of the organization’s past, present, and future. This strategic visualization enabled him to anticipate needs and position his team accordingly.

By deepening his emotional intelligence,
he transformed uncertainty into strategic advantage.

Turning Point

The effectiveness of our coaching became evident when the major layoffs were announced. While many were reeling from the sudden changes, he maintained his composure. He saw an opportunity where others saw despair. With a clear vision and strategic plan in hand, he was prepared to step forward.

Leveraging the relationships he had built across the organization, he reached out to leaders who were searching for a path forward in this new AI-focused direction. He proposed innovative ways of working that highlighted how service design could play a pivotal role in enhancing both customer and employee experiences in the AI era.

When others saw obstacles, he saw opportunities.

Outcomes

Personal Growth and Leadership Development

Enhanced Leadership Capabilities: His emotional intelligence, learning agility, and ability to influence grew exponentially. He became a beacon of stability and inspiration for his team.

Skill Acquisition: Mastery in setting boundaries allowed him to focus on high-impact activities without getting overwhelmed.

Impact on the Team and Organization

Team Expansion: Recognizing his leadership and vision, the company promoted him and doubled the size of his team.

Unified Vision for Service Design: He established a shared perspective among service design leaders across different products, ensuring a cohesive approach.

Cross-Functional Collaboration: Through workshops he led, organizational leaders from various functions came together to deepen customer empathy, generate innovative ideas, and prioritize strategic efforts.

Organizational Influence and Recognition

Executive Acknowledgment: His perspectives were publicly shared by the CEO during an internal call, highlighting the value of his contributions.

Accolades and Respect: Attendees of his workshops praised his ability to drive meaningful conversations and outcomes. His proactive approach earned him respect across the organization.

Strategic Impact: When others struggled to formulate a point of view, he provided clear, strategic direction, positioning service design as a critical component in the company’s AI-driven future.

Lessons Learned

Emotional Intelligence is Key: By understanding and managing his emotions, he navigated the restructuring with grace and effectiveness.

Setting Boundaries Enhances Focus: Protecting his time allowed him to engage in deep work and strategic thinking, leading to better decisions.

Strategic Vision Creates Opportunities: Having a clear plan enabled him to act swiftly when the opportunity arose, turning potential setbacks into advancements.

Building Relationships Amplifies Influence: His network within the company was instrumental in rallying support for his ideas and initiatives.

Resilience Fuels Leadership: Maintaining composure in the face of uncertainty inspired his team and established him as a reliable leader.

This is what leadership looks like in times of change.

Conclusion

This journey illustrates how challenges can be transformed into opportunities with the right mindset and support. Our client’s experience serves as a powerful reminder that leadership isn’t just about guiding others—it’s about self-awareness, strategic thinking, and the courage to act when the path forward is unclear.

At Thrive Dept, we believe that such transformations are possible for anyone willing to invest in their personal and professional growth. By fostering emotional intelligence, resilience, and strategic acumen, leaders can not only navigate change but also shape it to create meaningful impact.

In times of organizational flux, the difference between stumbling and soaring often lies in one’s perspective and preparedness. Challenges will arise, but they also carry the seeds of innovation and growth. By focusing on personal development and strategic vision, professionals can lead the way toward positive change, just as our client did.

About Thrive Dept

At Thrive Dept, we specialize in empowering leaders to navigate complexity with creativity, confidence and clarity. Our coaching services are designed to unlock potential, build resilience, and drive strategic success. If you’re ready to turn your challenges into opportunities, we’re here to guide you every step of the way.

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