Case Studies

Client Profile

BT Group, a global telecommunications company, delivers essential connectivity to millions of customers across the UK and worldwide. Openreach, a key division of BT, is responsible for building and maintaining the UK’s digital network. With a workforce of thousands operating in a fast-paced, customer-facing environment, leadership capability at the front line is critical to delivering operational excellence and high service standards.

Challenge

BT identified a pressing need to invest in the development of its First Line Leaders (FLLs) — the individuals who manage teams on the ground and play a critical role in day-to-day performance, employee engagement, and service delivery. Many of these leaders had progressed through operational roles and had not received formal leadership training. As the business faced increasing customer expectations and digital transformation, there was a need to strengthen the leadership mindset and practical skills of this group.

BT’s ambition was to create a high-impact, scalable programme that would build leadership confidence, align behaviours with company values, and improve team performance — starting with BT Openreach.

Solution

Rostrup joined a cross-functional project team—including McKinsey and BT’s senior internal Learning & Development leaders—to co-create the business case for a new development initiative. This work laid the foundation for the Pioneers Programme, designed to support the personal and professional growth of First Line Leaders.

Rostrup played an integral role in the design and development of the programme, contributing learning architecture, leadership content, and facilitation expertise. The result was a 3-day residential offsite programme combining experiential learning, self-reflection, and practical tools that leaders could immediately apply back on the job.

Key themes included:

• Building a leadership mindset
• Leading through values and behaviours
• Developing communication and coaching skills
• Managing performance and giving feedback
• Creating accountability and ownership within teams

Rostrup was also a core facilitator during the pilot deliveries, working closely with participants and internal stakeholders to gather feedback and iterate the content. Following successful pilot sessions, Rostrup supported the full-scale rollout of the programme to over 200 Openreach managers across the UK.

Outcome

The Pioneers Programme was met with outstanding feedback from participants and the business alike. First Line Leaders reported feeling more confident, capable, and empowered in their roles. Managers described a shift in leadership approach — from reactive supervision to proactive, people-centred leadership.

The programme’s impact led to its further expansion across BT, including rollouts in other business units in the UK and internationally in Australia. It became a flagship example of how investing in front-line leadership capability can transform performance, culture, and employee engagement.

Rostrup’s partnership — from business case through to delivery — was pivotal in ensuring the success, scalability, and sustainability of the initiative.