Lena Silver shows how courage, structure, and leadership can transform a team

HSB Norr

Lena Silver

Team Manager, Customer and Member Services

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With Winningtemp as a tool, Lena Silver has built a work environment where employees feel heard, engaged, and motivated to grow. In just one year, her team at HSB Norr went from struggling to becoming a company-wide example of successful cultural change.

From frustration to transformation

Last year, Lena Silver, Head of Customer and Member Services at HSB Norr, sat down with her 22-person team to discuss a worrying trend: poor scores in the “Autonomy” category in Winningtemp. The group, spread across nine locations, was facing high staff turnover, several retirements, and multiple new employees onboarding at once.

“That meeting was a wake-up call. It was chaotic, people were frustrated, and I realised I had to create space for open, honest conversations.”

That moment became the start of a larger shift — one grounded in dialogue, structure, and shared responsibility.

A structured approach to change

Lena committed to taking the feedback seriously. The team began by focusing on “Work situation,” developing a detailed action plan with over 40 steps. These ranged from fast fixes to long-term improvements — and responsibility was shared across managers, employees, and other teams.

“We identified what needed to be done. Some steps were quick to implement, while others are still in progress.”

One of the biggest changes came through redefining how the team held meetings. Lena introduced clear rules for inclusive and respectful dialogue. All team members were given the opportunity to speak, while respect and attentiveness became core values. The focus shifted from dwelling on criticism to looking ahead and presenting solutions. This new way of working became a key turning point for the team.

Building one category at a time

The team decided to work methodically, improving one area at a time:

Work situation – where the problems were most urgent

Team spirit – to build on existing strengths

Personal development – to invest in long-term growth

The third area prompted deep reflection. Employees were asked to define what personal development meant to them, individually and as a team, and their insights became part of one-on-one performance reviews.

“It was amazing to hear the team put into words what is important for their growth and how they want to improve.”

Lena supports the team with monthly team meetings and ongoing coaching sessions. The consistent follow-up has created a strong, stable rhythm for growth.

Results that speak for themselves

Within a year, the team saw major improvements across key Winningtemp indicators:

+77% in overall temperature

+81% in leadership

+66% in job satisfaction

+67% in work situation

Turnover dropped from 30% to 0%.

Just as importantly, the team became a role model within HSB Norr for collaboration, openness, and change.

“None of this would have been possible without my amazing team. It’s their willingness to grow, their engagement, and their ability to work together that have brought us to where we are today.”

HR + leadership + employees = success

According to Anna Dahlqvist, HR Manager at HSB, the transformation was made possible through the right mix of tool, leadership, and team ownership.

“Winningtemp gives us the tools, and leaders unlock potential while employees take responsibility for development. The combination of these efforts is what has made success possible.”

Anna also highlights Lena’s unique strength:

“Lena is a great example of how effective it can be when Winningtemp is used the right way together with employees. It’s incredibly impressive to see how she has made feedback a natural part of the team’s development work.”