The Learning Technologies Awards are widely regarded as the Oscars of the L&D world – a rigorous, independent validation of what truly works in the modern enterprise. At the 2025 ceremony, the spotlight fell on a partnership that moved far beyond software to spark a genuine cultural revolution.

By trusting 11,000 leaders to own their pay and bonus decisions, NatWest didn't just update a process – they redefined the very nature of leadership. This radical shift in autonomy was underpinned by a learning strategy that earned Learning Pool and NatWest two prestigious gold awards:

• Gold: Excellence in the Design of Learning Content – Commercial Sector (UK)
• Gold: Best Learning Technologies Project – Commercial Sector (UK)

This wasn't just a win for a platform – it was proof that when immersive technology meets a bold vision, you can transform a global workforce in weeks, not years.

 

The challenge: A human problem, not a systems one

For years, the banking sector has relied on "top-down" pay and bonus decisions, often governed by rigid matrices and centralised HR approvals. In 2025, NatWest decided to dismantle this. They transitioned to a model that placed the power to make compensation decisions directly into the hands of over 11,000 leaders.

The stakes were immense. If leaders felt unsupported or lacked the skill to navigate these high-stakes conversations, the bank faced significant risks:

• Erosion of trust: Inconsistent decisions could damage employee engagement.
• Operational paralysis: A surge in appeals could overwhelm the system.
• Cultural friction: Moving from "the system decided" to "I am deciding" requires a seismic shift in leadership accountability.

As Kimberley Rodrigues of the Learning CoE, Group COO at NatWest, noted:
"For every one hour of coaching, we were spending almost two hours on administration. It wasn’t just about changing the process, we needed to drive a seismic cultural shift."

 

The solution: Immersive, evidence-based learning

To meet this challenge, NatWest partnered with Learning Pool to create the ‘Pay and Bonus Decisions’ programme. This wasn't a "click-next" compliance module. It was a sophisticated, blended journey built on the principle of Learning by Doing.

 

The 14-week sprint

The core of the programme was an ambitious video-based simulation. Developed in just 14 weeks, the production was a feat of agile engineering:

• 32 professional actors
• 128 individual video clips
• 16 narrative variations
• Hundreds of potential outcomes

The simulation allowed leaders to personalise their experience before stepping into virtual rooms with characters who felt real. Each character came with a unique backstory, performance data, and emotional nuance.

 

Tackling bias with "failure"

Unlike traditional training that rewards “correct” answers, this simulation embraced ambiguity. Learners encountered characters designed to test unconscious bias – for instance, an overconfident high-performer who might sway a leader through charisma, or an underperforming employee dealing with complex health issues.

By allowing leaders to make mistakes in a psychologically safe environment, the programme forced them to confront the consequences of their choices immediately through video-based reactions and data feedback.

 

Anchored in science: The cognitive framework

The success of the "Pay Decisions" programme wasn't accidental. It was built on four pillars of cognitive science to ensure the learning "stuck" even under the pressure of real-world deadlines:

• Dual Coding (Paivio)
  Combined spoken dialogue, on-screen data, and visual charts to reinforce retention.
• Cognitive Load (Sweller)
  Complex data was accessible via an intuitive UI, ensuring leaders practiced decision-making, not just memorisation.
• Self-Determination Theory
  Branching narratives provided autonomy, allowing leaders to shape their own path and increasing intrinsic motivation.
• Situated Learning
  The simulation mirrored the actual work environment, making the transition from "learning" to "doing" seamless.

 

The power of AI practice

Beyond the video simulations, Learning Pool integrated AI-driven practice conversations. This allowed leaders at NatWest to move to practising the actual words they would use in a difficult pay conversation, receiving real-time feedback on their tone, empathy, and clarity.

 

Measurable impact: Results that speak for themselves

The effectiveness of the programme was tracked with surgical precision. The results showed that when you trust leaders and provide them with world-class tools, they rise to the occasion.

1. Massive engagement

11,159 leaders completed the core learning. Remarkably, 91% did so within the first 9 weeks, demonstrating a high level of pull-through for a non-mandatory initiative.

2. A dramatic shift in quality

The goal was "fairness, not formulas." The data proved this happened:

• 58% of colleagues received a discretionary increase.
• Bonuses were awarded across the full 0-100% range, moving away from the "cluster at the midpoint" habit of previous years.
• 71% of leaders reported that applying the new process was easier than the old one, despite having significantly more responsibility.

3. The ultimate success metric: Appeals

Perhaps the most telling statistic was a 61% reduction in pay and bonus review appeals. This suggests that employees felt the decisions made by their leaders were better explained, more transparent, and fairer.

 

What the leaders said

The feedback from within NatWest was unprecedented for a learning module.

"This has been the best learning module/tool that I have used in 8 years with the bank." – Tim Ozdemir, Customer Service Operations

"It is really quite exceptional and, given the importance of the subject, it’s gratifying that the Group has got this so right." – Lynn Whitworth, Head of Corporate & Commercial Banking

Paul Thwaite, CEO of NatWest, highlighted the broader cultural impact:
"There has also been improvement in the understanding of how pay and bonus are evaluated... suggesting that the impact of Beyond is beginning to be seen and felt."

 

A gold standard for the industry

The "Pay and Bonus Decisions" programme is a masterclass in how to use technology to solve a human problem. It didn't just teach people where to click –  it gave them the confidence to lead.

For the L&D community, the takeaway is clear: when we move away from abstract theory and toward contextual, immersive, and data-driven experiences, we don't just improve skills – we enable organisational transformation.

Jack Quantrill, Director of Learning Experience at Learning Pool, summed it up:
"NatWest have been laser-focussed on delivering and proving impact. From the ambition of the solution to the results it delivered, Pay Decisions is the kind of programme that gives the whole L&D industry a good name."

 

Drive extraordinary results in your organisation

Whether you are a global enterprise looking to upskill a complex Frontline workforce or a growing business aiming to scale leadership capability fast, Learning Pool has the blueprint for your success.

Our award-winning experts help organisations of all sizes bridge the gap between "knowing" and "doing" to deliver measurable business impact.

Book a demo to see our solutions in action, or explore our custom content solutions to learn more about our award-winning approach.

 

Provided by the team at Learning Pool.