Benefits of coaching leadership style for employee experience : case retail banking

Abstract

The objective of this study is to assess and understand the current employee experience within the customer's organization, considering the influencing factors, through the lens of job satisfaction and employee experience theories. Subsequently, this study aims to develop strategies to support and enhance employee experience by applying the theoretical framework of coaching leadership style within the context of retail banking. To guide the research, the following research question was formulated: How can coaching leadership style be utilized for the benefit of employee experience in the retail banking context? By addressing this question, the research aims to contribute to the discourse on employee experience by integrating it with coaching leadership theory and applying it to a novel business context.

This thesis employs a qualitative research methodology with an interpretive design, aimed at exploring the research topic rather than conducting hypothesis testing. The primary method of data collection involves semi-structured interviews with participants, allowing for in-depth exploration of their perspectives and experiences. The gathered data is then transcribed and formed into a comprehensive case record. Subsequently, employing an inductive-oriented research strategy, the data is systematically coded and organized into six distinct categories, enabling a nuanced understanding of the phenomena under investigation.

The findings of this research suggest that coaching leadership represents a valuable approach for supervisors in the retail banking industry, enabling them to enhance the perceived functional and psychological benefits associated with their subordinates' roles, thus contributing to an overall improved employee experience. Furthermore, a more positive employee experience was found to correlate with higher levels of job satisfaction, increased organizational commitment, and improved performance. These outcomes are consistent with prior research in the field of employee experience, highlighting the importance of prioritizing employee well-being to achieve positive organizational outcomes.