I  2025  I  DEEP DIVE INSIDER PROFILES 

Change is a constant in every workplace. For Leaders, the real challenge is not managing transitions themselves but protecting the employee experience when uncertainty arises. We went live with Jessica Lancashire, Executive Manager of People and Culture at Legalsuper, explored how organizations can help employees stay grounded during disruption. Their discussion highlighted listening as one of the most powerful ways to provide stability and support.

Jessica has seen how change directly affects engagement. At Legalsuper, transitions have brought structural adjustments, leadership shifts, and new ways of working. For employees, these moments often triggered anxiety. “When you think about Maslow’s hierarchy of needs, security is number one,” Jessica said. “When things like change or layoffs happen, fear sets in because that sense of security feels threatened.” Devshree noted that data across customers tells a similar story. After layoffs or restructuring, engagement consistently drops in three areas: confidence in the company declines, leadership is blamed, and employees struggle to see a future career path. When these concerns aren’t addressed, trust erodes quickly — and attrition follows.

The most effective antidote, both agreed, is listening. Employees may not expect leaders to have all the answers, but they want to know their voices are heard. At Legalsuper, leaders committed to regular pulse surveys throughout periods of change and followed with a full engagement survey to understand how employees were feeling. Maya’s dashboards helped visualize results in a way that was easy for leadership teams to digest, enabling them to act on the most pressing issues rather than getting lost in the noise.

Jessica explained that the process wasn’t always easy. last year they faced major transitions, from adapting to new offices to redefining hybrid practices. Some employees with decades of tenure departed. “That feedback was really helpful in helping us plan,” she recalled. “It showed us what people needed at the time and what we could do to support them.”

Listening was only one part of the equation. Acting on feedback proved equally important. Legalsuper leaders built communication plans for major projects, scheduled Q&As where employees could ask candid questions, and encouraged more frequent one-on-one conversations. Employees not only saw their input being collected but saw changes unfold as a result. Participation increased rather than declined because people felt their voices mattered.

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Equally important was transparency. Leaders resisted the urge to present a polished front and instead spoke openly about their own challenges. Jessica described how acknowledging that change was difficult for leaders too created a sense of unity. “It’s tough, but we’re going to get through it together,” became the tone across the company. Employees felt less isolated knowing their leaders were navigating the same uncertainty.

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The outcome was a workforce that stayed engaged through disruption. Anchoring employees to constants such as Legalsuper’s mission and values helped provide stability. Managers modeled vulnerability, showed empathy, and were guided by data that highlighted where the real issues were. And by closing the loop on surveys with presentations that explained outcomes and next steps, employees trusted that their feedback was driving meaningful action.

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Devshree summarized it simply. “The impact of change can sometimes be relentless. But those are the moments when employees look to their leaders to light the way.” The path forward, she emphasized, is not through more polished speeches but through consistent listening. Jessica agreed. At Legalsuper, listening became the difference between employees feeling swept away by disruption or feeling part of a collective effort to adapt. By hearing concerns, acting on insights, and showing vulnerability, leaders helped employees remain connected even when the future was uncertain.​ Change will always spark unease, but listening builds resilience. Companies that prioritize hearing their people, even when the answers are not obvious, create workplaces where employees feel valued and anchored.