Best Practice Visit to LifeSearch

Thu 15 Oct 2026
09:30 - 12:30
LifeSearch, Leeds

***This event has reached capacity. You can still register below to join the waitlist.***

Join us for an inspiring Best Practice Visit with LifeSearch, where the team behind their award-winning approach to Diversity, Equality, Inclusion and Belonging (DEIB) share how they have transformed inclusion from a strategic ambition into something colleagues experience every day.

Discover how LifeSearch has moved beyond policies and compliance to embed DEIB throughout the colleague journey – from recruitment and career development to leadership, wellbeing and the way people are supported through different stages and challenges in their lives.

Hear how colleague-led Diversity Squads have become a powerful force for change across the organisation. Covering areas including neurodiversity, LGBTQ+ inclusion, financial wellbeing and mental health, these communities are giving colleagues a voice while influencing manager guidance, communication, events and wider organisational practices.

The LifeSearch team will share how initiatives such as Brotherhood have created safe spaces for colleagues to connect, talk openly and support one another – demonstrating the impact that belonging and psychological safety can have on both individual wellbeing and organisational culture.

You will also hear how LifeSearch is creating more equitable opportunities for people to develop and progress. Through its Evolve programme, supportive entry points, mentoring and transparent career pathways, the organisation has challenged traditional barriers to progression.

The team will also share how partnerships with organisations including Blueberry, Trinity and Financielle are extending LifeSearch’s commitment to inclusion beyond its own workforce, helping the organisation connect with underserved communities and make access to protection more equitable.

During this session you will explore how LifeSearch:

  • Moved DEIB beyond policy and compliance, embedding inclusion and belonging into the everyday colleague experience
  • Created colleague-led Diversity Squads to give employees a voice and drive meaningful change across areas including neurodiversity, LGBTQ+ inclusion, men’s mental health and menopause
  • Set-up initiatives such as Brotherhood to create psychological safety, providing spaces for colleagues to connect, share experiences and support one another
  • Improved representation and career equity, using transparent development pathways, mentoring and supportive entry points to remove barriers to progression
  • Measures the impact of its DEIB approach, using colleague feedback and data around engagement, retention, representation and progression
  • Empowers an inclusive colleague culture to influence customer experience and wider communities, building greater empathy and understanding while extending LifeSearch’s impact through external partnerships

***This event has reached capacity. You can still register below to join the waitlist.***

How much is it?

Included as part of your membership benefits.

Why should you go?

Don’t miss this opportunity to see how LifeSearch transformed inclusion from a strategic ambition into something colleagues experience every day.

Who is it for?

For those responsible for leading a team, managing a department or have direct input into the strategic development of their contact centre.

Agenda

09:00
Networking brunch
09:30
CCMA Welcome and Member Update

Hear the latest news and updates on the CCMA and what to expect from the day.

Laura Farrell, Engagement Manager, CCMA
09:45
Introducing LifeSearch: Who We Are

Discover the story behind LifeSearch, a founder-owned business with more than 27 years of experience supporting some of the UK’s best-known brands. This session will provide useful context on the scale of the organisation, its commercial model and the environment in which its culture and inclusion strategy has evolved.

Mandy Kendrick, Head of People & Talent
10:00
Why We Started: Purpose, Values and the Case for Change

Explore the foundations of LifeSearch’s DEI&B journey and how a clear purpose and long-standing values helped shape a strategy that feels authentic to the business. You’ll hear how these principles informed five key objectives and created a strong platform for meaningful change.

Katie Massey, People & Culture Business Partner
10:15
What We Did: DEI&B as an Everyday Experience

Learn how LifeSearch has embedded inclusion into everyday working life and the impact this has had across the organisation. Through employee perspectives, practical examples and measurable outcomes, the team will share their experiences and lessons learned, including where they recommend organisations begin their own journey.

Katie Massey, People & Culture Business Partner & Mandy Kendrick, Head of People & Talent
10:35
How We Run It: Pillars, Data and Governance

Gain an insight into the frameworks, governance and measurement processes that help keep DEI&B a strategic priority. The team will share how they use data, reporting and long-term planning to drive accountability and sustain progress.

Katie Massey, People & Culture Business Partner
10:55
Site Tour and Networking Break
11:20
Squads in Action, External Impact and Q&A

Hear directly from the colleagues leading LifeSearch’s Diversity Squads and discover the role they play in driving engagement and inclusion across the business. The session will also explore external partnerships that extend the organisation’s impact beyond the workplace, before finishing with an open Q&A and discussion on the lessons learned along the way.

LifeSearch Team
12:00
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