How to build a people-first culture

The Consumer Duty, introduced in July 2023, has been hailed as the biggest shake-up in financial services regulation in decades. Its goal? To spark a cultural revolution, putting customer outcomes at the centre of every FCA-regulated business.

“Our people are our biggest asset.”

It’s a phrase that’s been repeated by leaders for years. But culture isn’t built on words alone—it requires meaningful action.

At ArvatoConnect, we saw this first-hand. Strong benefits? Absolutely. A supportive team? Without a doubt.

Yet something wasn’t quite right. There was a gap between what we offered and how our people truly felt.

As an outsourcing business, our teams often spent more time engaging with client cultures than our own. We had to change that—we needed to create a workplace where every employee felt genuinely valued and connected.

That’s why, in 2019, we launched our ‘Be 100% You’ strategy, which ensures that people feel like they belong, fit in and are supported 100%. Since then, we’ve seen a significant shift:

✅ 85% say the firm is a great place to work

✅ 91% feel included, with an equal number saying that their manager treats them fairly and with respect

✅87% are encouraged to be ‘100% You’ at work

So, what have we learned along the way? Here are five key lessons:

1. Listen before you lead

The best cultures aren’t built on assumptions. They’re shaped by the voices of the people within them.

We launched company-wide workshops and deep-dive discussions to uncover what really mattered to our teams. These insights helped us identify gaps—from communication to workplace identity—and gave us the blueprint for meaningful change.

It wasn’t always easy to hear, but the toughest feedback often holds the most value.

2. Make transparency a habit

For us, engagement isn’t a one-off initiative—it’s how we lead. That’s why The Big Debate is one of the most important conversations we have at ArvatoConnect.

Every two months, we bring employees and senior leaders together for open, honest discussions. No filters, no hierarchy—just real talk about what matters most. More importantly, these conversations drive action. Every idea is reviewed, acted on, and followed up.

This approach is already making an impact, with initiatives like menopause support, breakfast clubs and maternity benefits and cost-of-living assistance taking shape thanks to employee input.

3. Build an identity that unites

A strong workplace culture isn’t just about policies—it’s about belonging.

We created a distinct brand identity built around our values of being “Proud, Passionate and Pioneering” that resonates across every level of our business. Through engaging visuals, employee stories, and personalised content, we’ve built a shared culture that connects colleagues, even across different projects and locations.

Authenticity is key. Our culture reflects who we are, but it’s also flexible enough for every employee to make it their own.

4. Strengthen real connections

With hybrid and remote work on the rise, we knew we had to be intentional about maintaining connections.

We introduced MyVoice, an internal messaging platform designed to keep employees engaged, and MyRewards, which has already distributed over £60,000 in recognition awards to c.2,500 employees across multiple categories which celebrate success in many different and unique ways.

With 86% of our workforce working remotely at least once a week, these tools ensure that no one feels disconnected from the wider team.

5. Following through with action

Trust is built when actions back up words. That’s why our ‘You Said – We Did’ approach plays a key role in our strategy, making it clear that feedback doesn’t just disappear—it drives change.

And we’re backing that up with real opportunities for growth: last year 72% of managerial promotions were filled internally, with a total of 114,000 training hours completed across the firm.

Our employees are growing their skills with us as the working environment transforms with a companywide Digital Academy, building everyone’s digital knowledge and skills to support growth and opportunity We also have set up the AI Council with representatives from across the business to ensure AI adoption is culturally embedded in the company and can be initiated from any area.

Finding your own path

There’s no magic formula for building a people-first culture, but the fundamentals are the same: listen, act, and create a workplace where people feel empowered to be themselves.

When you get it right, the rewards go beyond engagement. A thriving culture drives innovation, productivity, and business success. In today’s competitive landscape, creating an inclusive, people-first environment isn’t just the right thing to do—it’s essential.

If we’ve learned anything, it’s that when you put people at the heart of your business, success follows.