Our new coaching lead joins from EZRA. Her first priority: give coaches their time back.
Today Kelly Griffith joins Multiverse as Senior Vice President of Coaching & Delivery.
Coaching is one of the things our customers and learners tell us they value most. As a company that relentlessly backs human agency, we know the value that a direct relationship with a human expert can provide.
Kelly now leads the largest team at Multiverse. She joins from EZRA, the industry leading professional coaching platform, where she spent seven years as Chief Coaching Officer, building the coaching community from the ground up to over 4,500 professionals in over a hundred countries. A tested, qualified coach herself, she has done the work she now leads.
She also knew us before she joined us. Multiverse has been an EZRA customer, so she watched how we work from the other side of the table.
Kelly Griffith, SVP of Coaching & Delivery:
“The core of an apprenticeship has always been that key relationship between an expert and a learner. Scaling that in the AI era is a critical mission, and the brilliant team of Multiverse coaches have a special role to play.
“I’ve followed Multiverse for many years, including as a customer, but this moment, with the company accelerating growth and impact across Europe, feels like an inflection point. I’m thrilled to join.”
She joins to lead a team of expert practitioners. Multiverse coaches spend an average of five years working in industry before they coach in an area. More than 100 hold advanced degrees and there is an astrophysicist and a former Air Force Lieutenant among them.
Crucially, learners do not get one generalist stretched across the whole programme. The team is structured to ensure learners access the right specialists at each stage: Launch Coaches to set them up, Technical Instructors to teach the content, Cohort Coaches to drive application in the day job, and Success Coaches to see them through end-point assessment.
Calibre on the way in is only half of it. We hire, train and evaluate every coach against our Compass Framework, and coaches then complete an average of 60 hours of technical upskilling a year to stay current. Our learners consistently rate their coaches above 9 out of 10.
Kelly's first priority is time. Specifically, giving it back to that team.
That work is already underway. Atlas, our AI coach, has cut the share of coach time spent on routine support from 41% to 18%, resolving 88.3% of inbound queries about scheduling and platform navigation. Atlas answers the questions that require a response within 5 minutes at 11pm at night. Coaches answer the questions that fundamentally affect how someone works. Kelly now owns how those two things fit together across 40,000+ learners in the UK and Europe.
Euan Blair, CEO and Founder of Multiverse:
“As AI procurement continues at pace, there’s a gap opening up between the capability of the tools and the capability of the workforce to use those tools.”
“Our expert human coaches are a key part of closing that gap: they drive accountability and guide learners to apply their skills in meaningful ways. Kelly built one of the largest coaching operations in the world, and we're delighted to have her now leading the largest team at Multiverse.”
We sat down with Kelly in her first week for a interview on why she joined, and what she's looking forward to most.
What are you most excited about?
"Unlocking time for our coaches. Creating time for them to drive the most impact with learners.
"AI adds real value in the flow of work, for time constrained tasks and the urgent things you need help with right now. That work does not need a human doing it.
"But at the core of it, the human coaches are the ones who then have more time to work with learners on their goals, their ambitions, their values, what motivates them. To help them unblock challenges and become the best they can be in the workplace."
Why Multiverse?
"Every business now has to show how it builds value from AI. Multiverse is a long way ahead of the market on that. That is exciting to walk into."
What will coaches notice first?
"Time with me, and time with each other.
"Coaches are the most wonderful group of people to work with. Many of the best are senior individuals moving into another chapter of their careers, people who see people development as something they love doing. Multiverse coaches are cut from the same cloth.”
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