Background 

LRQA is the leading global risk management partner, employing more than 3,300 people across 60 countries to help clients manage risk and harness opportunity. The organisation separated from its 270-year-old parent company, transitioning from a charitable foundation to private equity ownership. This marked a pivotal moment in LRQA’s history, moving to a future defined by more agility, resilience and commerciality. Understandably, colleagues had mixed feelings; some were optimistic, others were apprehensive.

To achieve its new strategic goals, LRQA needed to embed a performance driven and client centric culture across the company – made up of three distinct entities and two recently acquired businesses – all while launching an evolved strategy.

Approach 

LRQA made ‘Performance Driven Culture’ a strategic priority, measuring cultural alignment as a core indicator of success. The business moved to a regional operating model, empowering local leaders to make faster, more accountable decisions. Leadership capability therefore became a key focus, with masterclasses in change management, inclusive leadership and commercial effectiveness.

“LRQA proved that a co-ordinated, comprehensive and collaborative approach can deliver significant cultural change, increased employee engagement and stronger business outcomes”

To drive engagement, LRQA appointed a dedicated Culture Manager and established two networks: a Culture Ambassador Group of senior leaders to model change and a Culture Champion Network to represent colleague voices locally. These groups ensured that transformation was co-created rather than imposed.

Communication was critical. Town halls, podcasts, blogs, translated guidance and a mobile communications app reinforced key messages globally. A new Values and Behaviours Framework linked culture directly to the employee lifecycle, from recruitment and performance reviews to recognition and reward.

Outcome

Cultural alignment rose by 12%, surpassing the company’s target. Engagement and leadership confidence also grew: 93% of leaders reported feeling more capable of driving transformation and 93% of colleagues expressed satisfaction with leadership.

The cultural shift has translated directly into business results. New sales, EBITDA and revenue all grew, as did the Net Promoter Score. In addition, colleague recognition rose 247% while wellbeing-related absences showed a significant decline.

LRQA is shifting from a complex legacy organisation into one purpose-led, high-performing global business, proving that a culture built with people, not for them, delivers lasting commercial impact.

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