Anna Tanner

Head of employee experience, Flagship Group

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Since joining Flagship in 2017, Anna has tirelessly championed improving the experience of both employees and tenants through providing outstanding services. She has overseen the implementation of an award-winning employee voice programme and a well-being offering that has become one of the most highly rated employment factors by staff, as well as the evolution of data analytics and reporting mechanisms that optimise strategic decision-making.

 

Anna has also redefined how Flagship presents its organisational culture externally, resulting in a revolutionary approach to job descriptions and performance management. This new approach not only attracts high-quality candidates, it also reinforces the engagement of current employees with Flagship’s values, articulating and driving home the importance of their role in helping to solve the housing crisis.

 

Anna has led on projects that have provided the springboard for significant improvements in data quality, ways of working in frontline housing teams and digital innovation. She is currently leading an ambitious programme of work to improve first-contact resolution for tenants, remapping customer service processes with frontline teams and incorporating artificial intelligence solutions to facilitate a service model for the future.