Leaders often talk about scale and efficiency. But how do you grow without losing sight of the people you serve? Patrick Heath-Lay, CEO of People’s Partnership, shares how the organisation evolved from its roots in construction into the force behind The People’s Pension, now serving millions across the UK, following a pivotal moment of legislative change.
Patrick reflects on leading a purpose-driven organisation through reinvention, balancing commercial discipline with member outcomes, and using a simple set of values to guide decisions at scale. He also explores the changing pensions landscape, from industry consolidation to new investment expectations.
At the heart of the conversation is a bigger question: how do you design a system that works not just for engaged savers, but for everyone? From “moments of truth” in customer support to the future of pension policy, Patrick makes the case that leadership means improving the system itself, not just the organisation within it.
Supported by Norman Broadbent: https://www.normanbroadbent.com/
Patrick Heath-Lay