In this episode, Charlotte Graham, People and Change Lead at Ocado Retail, joins Luke Fisher to explore how to make culture stick in a fast-moving, digital-first business. Charlotte shares how Ocado’s “high support, high challenge” model helps build a culture that balances ambition with wellbeing and why recognition is key to keeping people connected through change.

From embedding values into behaviour to turning resistance into advocacy, Charlotte offers a grounded, people-first approach to culture that resonates with any leader navigating transformation.

Charlotte Graham – People and Change Lead, Ocado Retail
Charlotte brings experience across IT, change, and HR. Her work focuses on helping teams navigate complex change while keeping people at the centre. At Ocado, she leads culture, engagement, and recognition (including via Mo) to build a high performance, values-led workplace.

Ocado Retail – One of the UK’s largest online supermarkets, combining world-leading tech with human-centered innovation. Its culture strategy empowers teams to thrive while delivering results.

Episode Outline

1. From IT to People and Culture
Charlotte’s journey from tech to HR and how both shape her work today.

2. Defining Culture in a Digital-First Business
How Ocado’s values and “high support, high challenge” model drive culture.

3. Turning Resistance into Advocacy
Why change skeptics often become the strongest champions (if heard).

4. Making Values Feel Real
How leadership behaviours and everyday moments bring values to life.

5. Change That Sticks
The role of alignment, feedback, and engagement data in long-term change.

6. Recognition and Engagement Data
How Mo helped boost recognition and engagement at Ocado.

7. The Future of Work and the Change Mindset
Why adaptability and learning are must-have skills for everyone.

Host & Show Info

Host Name: Luke Fisher

About the Host: Luke Fisher is the CEO of Mo, a platform that's all about helping teams create workplaces where people genuinely want to be. Luke's on a mission to show that brilliant company culture isn't just a nice-to-have but what makes teams thrive, feel connected, and do brilliant work together. Mo helps organisations around the world turn their values from poster-board promises into real, everyday habits that bring teams closer and give everyone a sense of purpose. It's culture you can actually see and feel in action.

Podcast Website: Culture in Action

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