Case studies
The goal
For employers aiming to encourage talent back to the workforce, or transition employees into new roles, upskilling and reskilling initiatives offer a vital solution.
We explore how Citi, the global bank, is opening new pathways for individuals to return to work, start a career, or change roles within the financial services industry – while supercharging their development through the power of data skills.
About Citi’s Reactivate Your Career Programme
Designed for those returning to work after a career break lasting more than two years, Citi’s program offers job opportunities across a wide range of roles, including operations and technology.
Participants benefit from a tailored professional development package and complete a qualification to enhance their skillsets. Since 2020, Citi has partnered with Multiverse to provide data skills training to participants.
"We believe it’s vital to have a workforce that reflects a diverse range of backgrounds, perspectives, and experiences. Through the Reactivate Your Career program, we’re committed to helping people return to careers they love or carve out a new path in the dynamic financial services industry."
Transformative opportunities with data upskilling
Whether they’ve taken time out for family or personal obligations, or simply to reassess their career path, the program is helping a wide range of individuals navigate their way into different roles in financial services.
At the same time they receive further training in high-demand data skills, helping them to transform data into insights and make informed business decisions.
Srilakshmi’s story
Srilakshmi joined Citi’s program in a project management role and completed a data qualification with Multiverse. She found the benefits went far beyond finding her footing back in the professional world.
"When I had my second child, I decided to take a break to prioritise my family. After three years, it felt like it was the right time to get back to work. What stood out to me about [Reactivate Your Career] is that it's not only about getting back to work, it's also about upskilling. Not only am I back at work, I'm also learning something new through the data program. The best part about the apprenticeship is taking those concepts and applying them to your work"
Driving business impact with data literacy
Participants are leveraging their new skills to drive change in teams across Citi, making strides by streamlining processes, enhancing efficiencies, and crafting data visualisations.
100% of line managers said participants had created business impact for Citi using their new data skills.
"Apprenticeships are an important tool we leverage to develop future leaders and build critical skills for Citi. In our ongoing partnership with Multiverse, we’ve created career-accelerating opportunities for workers at all stages. We’ve seen first-hand how empowering our colleagues with data skills delivers impactful results and tangible advantages across the business."
Saloni’s story
Having completed a Multiverse data literacy apprenticeship during the program, Saloni now uses her enhanced Tableau skills to create time-saving algorithms, automating monthly processes that used to be manually done.
"The skills taught on this course have backed up the incredible on-the-job training and work I’ve done in my role at Citi."
The result? She’s achieved an impressive efficiency boost of 80% when working with data and has been praised by her internal stakeholders.
“Through the Multiverse course, Saloni has also acquired a very good understanding of handling data which positions her to lead related projects within our stream,” said her line manager.
Empower your teams with the skills of the future
Find out more about opportunities at Citi at jobs.citi.com
The goal
Box is the leading Content Cloud provider, offering a single platform that empowers organisations to manage the entire content lifecycle, work securely from anywhere, and integrate across best-of-breed apps.
Talent attraction and retention became an increasingly important focus area, as Box looked to grow their talent internally. To build a strong early talent pipeline, Box turned to professional apprenticeships.
The solution
Multiverse's software engineering apprenticeship supported Box's hiring plans by offering a unique way to attract young people with a demonstrated interest in software engineering and building a career in tech.
Box apprentices started with a software engineering boot camp, where they practiced critical project management skills, master tech skills, and receive coaching in JavaScript, SQL, and HTML.
Through the Multiverse program, Box apprentices are driving valuable impact to their engineering department and leveraging their communities at Box and Multiverse.
"Through partnering with Multiverse we have been able to take the necessary steps needed to drive a purposeful hiring plan and develop the talent needed for the future of our organization, alongside offering an amazing opportunity for apprentices to gain valuable skills and have access to development opportunities."
The results
Productivity gains
Box has seen an increase in productivity gains due to new skills gained and applied by apprentices.
In one case, a Box apprentice was able to temporarily take on manager level responsibilities which allowed their manager to redistribute 40 hours of their time to focus on larger strategic Box initiatives.
Long-term career growth
Box is providing apprentices with key skills and development opportunities to support long-term growth and success, with 100% of apprentices on programme feeling supported.
"The apprenticeship provided a deep dive into the skills and requirements needed in the software engineering industry. It’s given me an opportunity to resolve critical issues that affect customers using the cloud based application."
The goal
Modern outsourcer Capita has a mission: to help public and private sector organisations create efficiencies and build better customer experiences.
AI sits at the heart of Capita’s “Unlocking Value Together” strategy, as the business strives to harness emerging technologies to develop efficient, ethical and impactful AI solutions for clients.
With a vision to enhance its AI capability, improve its offering in the market, and equip teams with future-facing skills, Capita set out on an ambitious workforce upskilling strategy, in partnership with Multiverse.
"We are committed to delivering high-quality customer experiences, driven by passionate and high-skilled employees, and we’re confident that our AI Academy partnership with Multiverse will allow us to elevate both. Every business is looking to step ahead of the AI curve, but ensuring a business does so ethically and responsibly requires people-centred initiatives and knowledge, which we believe will be delivered and deployed with our new apprentices."
"We know the skills needed to succeed in the workplace are undergoing a huge transformation, and we want to work in tandem with our people to ensure they're equipped to thrive in this new world. Enabling access to world-class training in AI is just one of the ways we ensure our teams have the skills and capabilities not only to thrive in their role, but to drive forward their careers."
The solution
Capita first partnered with Multiverse to launch its AI Academy in September 2024. 86 Capita colleagues enrolled on the AI for Business Value apprenticeship programme, where they’re learning how to identify potential business value gains and run ethical AI projects. The Level 4 programme is funded through the Apprenticeship Levy.
"Of all of the [AI training] providers that we have worked with, or we went through a procurement exercise with, Multiverse was able to demonstrate the link to the actual business benefit. Multiverse took the time to understand the transformation and change journey that Capita is on, and build something that was appropriate and meaningful to our employees."
As part of the programme, learners pinpoint and develop use cases to deploy AI internally, or within a customer’s organisation. Sharing these “proofs of concept” is also a key priority within Capita, with learners encouraged to share their ideas and insights with peers and leaders through a regular series of Fireside Chats.
"AI for Business Value is allowing us to equip colleagues with the skills to understand how AI works, what the possibilities are, and how it can improve processes internally and for our clients."
The results
Enhancing efficiency by reducing manual processes
Through the Academy, Capita employees are gaining the skills to embrace the power of AI, and leverage it effectively to reduce manual processes and repetitive tasks – freeing up teams to focus more time on creative, strategic and problem-solving work.
"The biggest value for me has been cross-team collaboration. I’m working with people across Capita I wouldn’t usually speak to, and seeing how they approach AI challenges has been eye-opening. I’ve run several service desks, and AI has huge potential to reduce ticket volume. Even automating just 5-10% of queries makes a massive impact on efficiency."
Harrison’s story
Harrison set out to uncover efficiencies for Capita’s Architecture and Analysis team, which is regularly required to deliver multiple projects simultaneously, to tight deadlines and high standards.
He investigated how AI could modernise manual processes and enhance productivity, by using machine learning to optimise the allocation of resources and employee skillsets to specific projects, based on their requirements.
Harrison’s work has helped Capita to identify opportunities to increase efficiency in project task management, and boost capacity by more effectively deploying existing team resources.
"AI has become a daily part of my workflow. Whether it’s automating tasks or improving efficiency, it’s saving me hours each week. At first, I wasn’t sure how much I would really learn. Then I finished my first project and realised how much I’d grown. That was the moment everything clicked for me."
Using AI to improve customer experience
Learners are also developing solutions to enhance project delivery and create a faster, more impactful customer experience.
John’s story
John Julier, a Portfolio Director at Capita, explored how AI could be applied to improve Capita’s Project and Programme Management (PMM) processes.
Using data analysis and stakeholder management skills, John identified an opportunity to accelerate the early stages of client projects and quickly drive progress through start-up and mobilisation phases, by using AI to combine multiple data inputs, create key documentation, and implement a conceptual chat tool.
The potential productivity gains would result in increased delivery speed and performance for customers.
Boosting employee engagement and confidence with AI
As Capita employees continue to embed their new skills in their day-to-day roles, they’re creating impact, gaining confidence, and transforming their mindset towards AI.
"I initially expected the programme to be all about AI tools, but I’ve realised the real value is in business analysis and problem-solving. AI is just one piece of the puzzle. The support from Multiverse has been brilliant. The structured learning, the coaches, and the chance to apply everything in real-world projects have made a huge difference."
Feedback for the programme within Capita has been overwhelmingly positive, with an “Excellent” Net Promoter Score of 63, based on a survey of 64 learners in the first cohort.
"What the Multiverse programme has done is demonstrate the advantages of AI. Learners sharing their stories and successes has been fantastic – it’s bringing more people to the table and making them want to be part of the journey. We’re now seeing the knock-on effects, where we’ve got people breaking down the door to be part of the next cohorts – it's exactly the success we wanted."
The goal
Cheshire West and Chester Council relies on a huge range of data to manage and underpin service delivery and has hundreds of employees working with data every single day.
In partnership with Multiverse, the council ran a skills assessment to identify if there were areas in which the use of data could be improved through training.
"Using data effectively is essential in local government for enabling us to deliver the best possible services to residents: it helps us understand where the challenges and the opportunities across our diverse range of services are. But harnessing data requires skills and the right organisational culture."
The solution
That skills scan found that, while many employees were analysing data, less than 10% were engaging in predictive analysis. It offered a huge opportunity for the council to make the most of the data they had to better predict service demand, deliver an enhanced service to residents, and inform budget planning.
"We know that data skills are in short supply across the economy, that’s why training our in-house colleagues is so important as they are the people who understand our services. Being able to identify where those data skills will make the biggest impact is a great first step."
The results
Now, having enrolled more than 70 colleagues from a range of services onto data apprenticeships, new data skills are unlocking valuable insights about the needs of residents and communities, enabling the council to deliver focused digital and transformation programs.
Services are benefiting from a saving in staff time on data management tasks and the Council is seeing wider impact from the creation of the new, Council-wide Data Hive network, supported from the central data science and engineering hub.
The goal
CBRE is a global leader in commercial real estate and investment management. With services, insights and data that span every dimension of the industry, they create solutions for clients of every size, in every sector and across every geography.
"We're always challenging ourselves at CBRE to be market leaders, and data plays a huge role in this. We're always challenging ourselves at CBRE to be market leaders, and data plays a huge role in this. Leveraging data to turn insights into impact is what keeps CBRE ahead of the curve. "
The solution
Of CBRE's 4,000 employees in the UK, a growing number are enhancing their data skills with Multiverse. By honing in on key data tools, including PowerBI, SQL and Python, CBRE employees gained new and impactful skills to leverage data and increase efficiency.
Learners represent all levels of seniority, from Analyst to Director - and work across a variety of business functions including A&T, Residential, Business Services and Environmental Consultation.
"Data Fellowship apprentices are leading the way. They are helping us to build a data culture at every level of the business by learning and applying their skills and knowledge in their teams, as well as sharing insights and ideas with colleagues cross-functionally."
The results
Time and money saved through increased efficiency
In one example, an apprentice automated a risk assessment process which will save over 80 days of work at a Senior and Director level.
Another apprentice was able to automate reports using their new skills - resulting in 8.5 days of work saved for one report, equating to an annual saving of £15,000.
Improved employee and client satisfaction
84% of learners agree that they have increased their ability to add value to clients, and 100% say they feel confident using their new data skills.
"The Multiverse Data Fellowship programme is integral to our data and digital transformation strategy and I'm continuously impressed with the quality of outputs we see from the apprentices. They're driving real business impact for internal and external clients whilst also developing their own toolkits and career pathways. For anyone looking to hone their data analyst skills or reskill into a data role and apply their learning - this programme is for them."
The goal
In tech, there’s huge demand for data experts as businesses strive to maximise their data capabilities. Businesses are increasingly exploring new and innovative ways to build and retain data expertise, by bringing in new talent and upskilling existing employees.
Just Eat, a leader in online food delivery marketplaces, partnered with Multiverse to tackle the challenges facing the industry and achieve their strategic goals.
The solution
Welcoming more people into digital roles with tech apprenticeships
Just Eat launched a focused data upskilling programme, in partnership with Multiverse, to enable their employees to become data experts.
Apprentices are trained to use key data tools including PowerBI, SQL and Python.
Over 120 Just Eat employees have enrolled on the Multiverse data upskilling programme, across a wide range of different business units including Tech, Customer Operations, Sales and HR.
"Our team has really benefited from the upskilling that Multiverse has provided. Natasha has been able to develop skills in data analysis, as well as expand the skill set within our team and provide new, useful insights into the projects we are working on."
The results
Accelerating data skills
Apprentices are fully realising the benefits of upskilling, with 86% of apprentices using their new data skills on a daily basis.
"Before starting, my experience with data was limited - but now, I have the ability to extract, analyse and interpret data myself, and use the language of data to ask the right questions."
Increased productivity
Just Eat apprentices are using their skills to generate impact. In one example, an apprentice used SQL to automate an audit process - reducing a 2-day long process to just 3 hours.
Outstanding apprentice results
Through the support of their Multiverse coaches, an incredible 80% of apprentices have achieved a distinction result.