How Kiwibank Fixed Their Leadership Culture from the Inside
Most organisations have a set of values pinned to the wall and wonder why nothing much changes. Kiwibank decided to try something different, and the results are worth paying attention to. I spoke with Andrea Duncan from Kiwibank on The High Performance Leader Podcast about how they moved away from top-down value statements and built a culture that their people actually shaped themselves.
What came out of that conversation is practical and transferable. If you lead a team or a business and you're trying to close the gap between the culture you say you have and the one that actually shows up day to day, Andrea's account of Kiwibank's transformation gives you a clear and honest look at how to do it from the inside out.
Purpose at the Core: A Game Changer for Kiwibank
Kiwibank’s journey toward being a purpose-driven organisation is a testament to the power of having a mission that resonates with every team member. For Kiwibank, it’s all about making a tangible difference in the lives of New Zealanders. This focus has not only set them apart in the competitive banking sector but also ignited a deeper engagement among their employees, connecting the dots between daily tasks and the bigger picture of societal impact.
A purpose-driven approach has not only differentiated Kiwibank in the marketplace but has also deeply engaged their employees by connecting their day-to-day work to a greater cause.
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The Power of Mindsets Over Values
One of the most striking shifts Andrea discussed was the move from enforcing a set of values to embracing a set of mindsets. This approach speaks volumes to any organisation looking to build a culture of growth and adaptability. By championing mindsets like belonging, innovation, and customer focus, Kiwibank has created an environment where employees feel empowered to take ownership and innovate.
Andrea stressed the importance of inclusivity in this cultural overhaul. It wasn’t about a handful of leaders dictating what the culture should be. It was about engaging everyone in the organisation to contribute to its definition. This democratised approach to culture-building has ensured a wide buy-in and allowed the culture to be genuinely representative of the diverse voices within Kiwibank.
A culture defined by its people is richer, more authentic, and more resilient. Engage your team in the culture-building process.
Key Takeaways for Aspiring High-Performance Leaders
Kiwibank’s story illuminates several crucial lessons for leaders everywhere:
- Embed Purpose Deeply: Your organisation’s purpose is the compass that guides everything from strategic decisions to everyday actions. Make sure it’s compelling and universally understood.
- Mindsets Matter: Cultivating specific mindsets can lead to more significant behavioural change and adaptability than traditional value statements.
- Inclusion is Key: A culture defined by its people is richer, more authentic, and more resilient. Engage your team in the culture-building process.
- Distinguish Culture from Engagement: Understand that while related, culture and employee engagement are not the same. Measure and nurture both.
- Adapt and Evolve: Culture is not static. Maintain an ongoing conversation about your culture, what it means, and how it should evolve to meet new challenges.
The huge cultural shift and the results created across the organisation are worthy of studying and emulation. This purpose-driven approach has not only differentiated them in the marketplace but has also deeply engaged their employees by connecting their day-to-day work to a greater cause.
Listen now to this incredible episode here.
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Transforming Culture: How Andrea Duncan Leads Purpose-Driven Change
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Get the Quick-Win PackQuestions managers ask about this
How can purpose improve leadership culture in an organisation?
Embedding a clear and compelling purpose helps align all levels of an organisation, connecting daily tasks to a broader mission. This alignment increases employee engagement and provides direction for decision-making, making the culture more meaningful and focused on real impact rather than just internal values or goals.
What is the difference between values and mindsets in leadership?
Values are fixed principles an organisation holds, while mindsets are adaptable attitudes that influence behaviour. Shifting focus to mindsets like belonging and innovation encourages employees to take ownership and adapt, fostering a culture of growth rather than simply following set rules or statements.
Why is involving employees important in culture building?
Involving employees ensures the culture reflects diverse perspectives and gains wider acceptance. When culture is democratically shaped, it becomes more authentic and resilient, as everyone feels responsible for and connected to the organisation’s way of working, rather than it being dictated by a few leaders.
How can leaders maintain and evolve organisational culture effectively?
Leaders should treat culture as a dynamic aspect that requires ongoing conversation and review. Regularly measuring culture distinct from engagement, encouraging feedback, and adapting to new challenges keeps the culture relevant and prevents it from becoming outdated or disconnected from the organisation’s current needs.
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Jimmy Burroughes
FounderFormer British Army officer and corporate GM who has transformed nearly 3,500 managers into leaders across 30+ organisations. Creator of the Simplify to Amplify methodology, author of Beat Burnout, Ignite Performance, and two-time Global Recognition Award winner.
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