Background 

Sodexo Defence supports the UK Armed Forces by providing essential quality-of-life services across military bases. After years of operational strain, from the pandemic to heightened global conflict, morale had dipped, retention was falling and many frontline colleagues felt disconnected from their purpose.

With a 4,000-strong workforce spread across remote, high-pressure environments, Sodexo needed a movement that reignited pride and connection. Partnering with The Happy Consultancy Group, the business set out to reawaken belief in its mission and create The Lived Experience by Sodexo, a culture where people felt seen, valued and inspired to serve.

Approach 

The resulting programme, It’s All About You, was created through deep discovery – site visits, interviews and focus groups capturing more than 1,500 years of lived experience from colleagues across Defence sites. These authentic stories became the emotional heartbeat of the learning journey.

Using The Happy Consultancy Group’s D.R.E.A.M. methodology the team built a multi-layered experience combining storytelling, film, workshops and leadership coaching. It began with immersive, three-hour emotional connection events that reconnected colleagues with the ‘why’ behind their work, followed by workshops introducing Sodexo’s Customer Experience Hallmarks: Show You Care, Share Your Experience, Make Things Better.

“Sodexo Defence turned training into transformation, reigniting pride, purpose and care across its 4,000-strong workforce”

Ten Master Transformation Coaches were trained as peer facilitators to cascade learning across sites, while a six-month leadership journey, F.I.T. to Lead, helped managers strengthen resilience, emotional intelligence and team culture. A vibrant creative campaign featuring teaser films, thank-you gestures and branded materials brought the initiative to life, ensuring it felt personal and heartfelt rather than corporate.

Outcome

Launched in May 2024, It’s All About You has already reached 1,500 colleagues, with national rollout underway. Early results are striking: turnover has fallen by 4.25%, absence by 1.7% and customer satisfaction has risen across all sites (4.3 vs 4.1 pre-programme). Participants rate their ability to apply service hallmarks at 4.8/5, while leaders report renewed unity and belief in their teams.

Feedback has been extraordinary with colleagues calling it “the best training ever” and “a breath of fresh air.” The initiative has won the Sodexo Spirit of Progress Award (Government segment) and been shortlisted for multiple national honours, including the 2025 Cateys.

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