Supporting Leadership and Change Across a National Workforce
Taylor Clarke partnered with a large, geographically dispersed public-sector organisation to design and deliver a scalable coaching programme supporting executives, leaders and frontline employees during a period of significant change.
Context
In 2022, Taylor Clarke was appointed as the expert coaching provider for a large national transport organisation, with the aim of delivering coaching at scale across the business. The workforce included executives, senior leaders and operational employees based at multiple locations across Scotland.
Given the geographical spread of employees, the majority of coaching was delivered online, supported by face-to-face interactions where appropriate. The scale and complexity of the programme required a robust, digital-first approach to coach deployment, governance, evaluation and reporting.
Our Approach
Working in close partnership with the organisation’s HR team, we designed a scalable coaching model aligned to organisational strategy and capable of supporting a diverse employee population.
To deliver the programme, we mobilised a network of over 60 qualified coaches, all of whom met strict tender requirements including professional accreditation, ongoing CPD and participation in coaching supervision. A partner coaching platform was used to administer the programme, manage relationships and capture real-time evaluation data.
Together with the client, we identified four core coaching pathways to meet different needs across the organisation:
Executive Coaching
Six-month coaching engagements supporting senior leaders with strategic responsibilities.
Strategic Leadership Coaching
A structured programme combining psychometric feedback with leadership development, focused on people, performance and purpose.
Development Coaching
Targeted coaching to support individuals with specific development goals.
First 90 Days Coaching
Short-term coaching to support new employees during onboarding and early transition.
Evaluation and Impact
The coaching platform enabled transparent, real-time reporting and oversight. Members of the HR team were trained on the system, giving them visibility across all coaching activity, including participation levels, progress stages, cancellations and satisfaction ratings.
Feedback was gathered after every coaching session, achieving a completion rate of over 90%. Quantitative data was complemented by anonymised qualitative insights, allowing emerging themes to be identified and shared with the client.
During the programme, outcomes included:
90% of participants gained greater clarity on their development needs
88% reported increased confidence to lead at a strategic level
92% felt their coach was both challenging and supportive
100% would recommend coaching to others within the organisation
A follow-up evaluation conducted six weeks after programme completion demonstrated sustained impact:
100% reported a significant or moderate positive impact on confidence, motivation and self-awareness
100% reported improved effectiveness and performance at work
100% would recommend coaching to colleagues
The programme also generated strong testimonial feedback, supporting internal promotion of coaching and reinforcing its value during a period of organisational change.
Challenges and Solutions
A key challenge was supporting a geographically dispersed workforce while maintaining consistency and quality. This was addressed through digital delivery, supported by robust systems for monitoring engagement and outcomes.
Another challenge was engaging employees who were new to coaching. Introductory sessions, clear communication and continuous feedback loops helped build understanding and trust, ensuring high levels of participation.
Throughout the programme, coaches worked closely with HR partners to identify early signs of disengagement or burnout and to provide additional support where required.
Ongoing Partnership
The programme was delivered through close collaboration with the client’s HR team, with regular review meetings to ensure alignment with strategic priorities. This partnership has continued beyond the initial programme, including the design of a tailored 360-degree feedback tool to further support leadership development.