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Strength in diversity - Elsa Chen, Chief Customer Officer

Category: testimonial, Staff Networks, What Our People Say, Staff Testimonial, Cultural Inclusion, cultural intelligence, cultural, staff network group, multi cultural, CityFibre


Elsa Chen, Chief Customer Officer

At CityFibre, we want to nurture an accepting and inclusive culture for everyone, regardless of their background. We know that diversity of thought brings innovation and we want everyone to feel empowered to create an inclusive workplace and ensure that we all have a voice. That’s why we’re launching our new Employee Networks, to continue making CityFibre an organisation where everyone knows their opinion is important and valued.

Elsa is leading our new Cultural Inclusion Network. We had a chat with her to find out more about why she wanted to get involved and what she’s hoping to achieve with the new group.

Elsa, tell us about what you do at CityFibre

The team I lead sets the vision for CityFibre’s end-to-end customer experience strategy. We have the pleasure of working with customer champions right across the business to turn this vision into reality. For me it’s a truly exciting journey focused on how we make CityFibre an industry leader. It’s all about driving customer success and giving our partners and customers real tangible value. It matters because when all other things are equal, it is this that will make our company stand out from the crowd and make our customers choose and love being on our network.

Why did you choose CityFibre?

CityFibre people are a special mix of ambition, passion and energy and this is underpinned by strong financial backing from great owners. CityFibre has the power to make a real difference by reshaping the digital infrastructure that underpins our nation’s digital economy. We move fast here and work hard, with a real sense of togetherness and achievement. And even though we’re scaling fast, we’ve still got entrepreneurial spirit in our heart, which I love!

Why did you decide to head up the Cultural Inclusion Network?

Coming from quite a multi-cultural background myself, I’ve had first-hand experience of the challenges in creating an inclusive culture, but also the rich rewards that come when individuals, businesses and society truly embrace an inclusive culture. We need to believe it is here and now and that it is us who can take actions to make this happen. I‘m passionate about using my influence to empower those who want to come together to achieve this.

What does a good Employee Network need?

Respect, honesty and the positive intention to drive the right outcome. It’s not a ‘feel-good’ group that just talk, it’s ‘do-right’ action group that is empowered to take the steps needed to make a positive difference for our business. The determination of moving from conversation to action is key.

What are your plans for the Cultural Inclusion Network?

I’d like it to be a platform that our employees are comfortable sharing their experiences and viewpoints openly. It is ultimately about us all learning and recognising our differences, so that we respect our individualities and celebrate diversity through inclusivity and equality. We start this with a focus in our workplace first and foremost, but our bigger ambition must be to extend our positive influence into the wider community and society. 

How diverse is CityFibre today?

Like everything else we see in CityFibre – there is always scope to do better! We have the right intentions with strong leadership buy-in, but we need to listen to our people to work collaboratively on actions that drive meaningful changes right across our business. The key is to make sure everybody knows they can be involved and help shape decisions.

Elsa will be leading our new Cultural Inclusion Network along with a team of volunteers. We’re looking forward to catching up with the group soon to see how they’re getting on.

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VERCIDA works with over one hundred clients who are committed to creating an inclusive work environment. If you are an employer and interested in working with VERCIDA to promote your diversity and inclusion initiatives and attract the best candidates, please email [email protected] for more information.

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