Performance Levels provide a structured way to evaluate performance independently of career level, guiding development and recognising high performance.

While career level promotions typically occur every 3–4 years, performance levels are reviewed annually via the Performance Review, creating more frequent opportunities for growth, recognition, and salary adjustment.

We’ve got 3 performance levels:

• Learning

  Newly promoted team members start at this level by default. “Learning” does not automatically mean underperforming. Team members in this category are still developing and have areas to improve to fully meet expectations.

  • Examples:

• Comfortable

  Team members in this category are “on track,” meeting most or all expectations and occasionally exceeding them. They deliver results reliably and align with company values.

  • Examples:

• Thriving

  Team members consistently exceed expectations and contribute well beyond their role. They demonstrate deep understanding, high impact, and exceptional value.

  • Examples:

What goes into deciding the Performance Level?

We determine Performance levels through the Performance Review using a combination of conversations, rituals, and check-ins outlined in the P&D Tools.

All relevant information is gathered ahead of the Annual Review Cycle in December. During this process, Performance Calibration & Promotion Stewards ask People Development Partners to update or confirm the career level & performance level for each team member via the Performance Review Report. If any discussions need to happen in real time, we make space for them.

This approach ensures that levels are applied consistently and fairly across the entire company.

Essential Information:

• **Performance Review:** Performance levels are reviewed once a year as part of the Performance & Development programme.
• Performance level jumps are not automatic — they depend on achievement and demonstration of expected behaviours.
• If expectations are not met, no change occurs in level, performance level, or salary.
• If someone stays at Learning for a prolonged period and coaching hasn't closed the gap, the formal next step is the Performance Improvement Period (PIP) — a structured opportunity to improve performance against clear expectations and timelines.
• Career level promotions occur every 3–4 years, so performance levels provide a more frequent path for recognition.