Shirley Wilson-Brown

Sompo acquired Aspen Insurance Group

Leading Aspen’s global culture, inclusion, and engagement agenda. Passionate about unlocking talent, driving high levels of engagement, and ensuring culture is a competitive advantage, enabling performance, innovation, and sustainable growth for both colleagues and customers.

I help organisations design people strategies that connect culture, inclusion, and engagement, using data and insights to create initiatives which enhance the whole employee experience and where employees feel valued, heard and empowered. The result? Improved customer experiences, business performance and a culture that attracts, grows, and retains top talent. * Partnered with a FTSE 100 organisation to lead the design of their global inclusion strategy, aligning leadership accountability, inclusive culture initiatives and ensuring they are supported with data driven goals and measures across multiple markets and countries. * Supporting the UK’s leading spa and wellness brand to evaluate and shape cultural and service excellence through in-depth mystery visits across key locations, including pre-acquisition sites.

The UK's leading not-for-profit healthcare organisation, offering a range of health and wellness services across it's portfolio of 37 hospitals, 114 gyms and 200 wellness centres. Led the design and delivery of Nuffield Health’s Culture, DE&I, and Engagement strategies, including the design of the ‘Inclusion First Framework', an initiative embedded across a 20,000 workforce. Was their Centre of Excellence (CoE) for DE&I and Engagement, partnering with Talent, Learning, Organisational Effectiveness, and HR Business Partners to embed inclusion at the core of all business strategies. This work drove measurable improvements in improved employee engagement, increased leadership diversity for senior roles, and more accessible equitable talent pathways, resulting in improved internal mobility and stronger talent pipelines.

Bupa is a global healthcare organisation with a £14bn revenue, serving 42million health insurance and care customers across 190 countries worldwide, with a workforce of 84k colleagues. Senior member of the Global People Leadership Team, accountable for delivering complex, cross-functional and cross-geography initiatives across DE&I, Engagement, Talent, Learning, and Wellbeing. Regularly engaging senior executives and board-level stakeholders, providing insights and progress updates. Designed and led Bupa’s global DE&I ‘Inclusive Culture’ strategy, spanning 3 market units, 18 business units, 190 countries, and supporting 84,000 colleagues. Developed a unifying global framework with a clear vision and measurable outcomes, underpinned by data and insight, while allowing flexibility for local cultural context and business priorities. Extensive experience influencing across complex global environments with diverse systems, regional nuances, and maturity levels. Leveraged AI and technology to reduce bias in talent processes, and launched global Talent Discovery programmes to identify and elevate underrepresented talent, building a robust and diverse pipeline for the future. Owned all DE&I policies and externally published reports, including Gender Pay Gap, FCA compliance, Women in Finance Charter, and WRES, ensuring transparency, regulatory alignment, and accountability.

Designed and led Bupa's Global D&I and employee engagement strategy, driving culture change and elevating employee experience across 84,000 employees. Achieved top 10% global ranking for inclusion and engagement (Glint), surpassing benchmarks through impactful campaigns. Developed a Covid-19 feedback framework, providing critical insights to the Executive team and Board, addressing pain points and enhancing employee wellbeing during the pandemic.

Spearheaded the co-design and global implementation of Bupa's Customer Listening Strategy, utilizing Net Promoter Score (NPS) to capture and act on customer feedback across multiple international markets and business units. This customer listening strategy supported over 30 million customers and generating over 10 million surveys annually at key customer journey touchpoints. Harnessing insights from diverse regions, the program drove strategic decision-making and customer-centric improvements, elevating customer experiences worldwide. This initiative strengthened Bupa’s ability to proactively address customer needs, resulting in enhanced loyalty, satisfaction, and sustainable business growth on a global scale.

Strategic consultant and advisory partner to leading brands and FTSE 100 customers on how to deliver exceptional customer experience strategies and capture real-time insights using the Rant and Rave feedback platform.

An integral part of the Virgin Active family and Executive team which grew the business successfully from 8 to 122 clubs over an 8 year span to become one of the UK's leaders in health and fitness. Responsible for the UK service strategy and service deliverables, through 3 acquisitions, 8 new club openings, 8k+ employees and 400k+ members. Responsible for leading all service functions, including inbound / outbound contact centers / social media / complaints / service training and operations and service performance insight.