Employee Change Communications

Life often changes without giving us warning. Some things we have no control over, but when companies and organisations make changes, we have the opportunity to make sure everyone involved is fully prepared - forewarned is forearmed. That’s where we come in.

We are experts in change communications, working with a variety of clients to help plan, develop and implement strategies for organisations around the world. A taster of where we currently get involved is shown below.

• Communication strategy workshop & framework
• Reward strategy
• Job architecture, grading & pay
• Incentives (STI, LTI)
• Pay transparency & Pay equity
• Gender / Ethnicity Pay Gap reporting
• Sustainability reporting
• People-Risk
• Career framework
• Workforce / Skills / HR transformation
• Performance management
• Reward harmonisation / M&A
• Mobility
• Culture & behaviour change
• Talent attraction and EVP

Member Experience

Many organisations are encountering several challenges when it comes to communicating with their pension scheme members. Some of the most common of these include how to simplify the complex; engagement and motivation; ownership and accountability; diversity of the membership; regulatory compliance; digital barriers and more.

Within Impact, we work with clients to create strategies that guide them through moments of change but also deliver on the core basics of what a member needs to know, and be aware of, every year.

We focus on engaging both defined benefit (DB) and defined contribution (DC) members, whether it’s communicating investment changes, clarifying options like Enhanced Transfer Values (ETV) and Pension Increase Exchange (PIE) or simply providing their annual statement in a more useful, and engaging, format.

Our capabilities are limitless, and we can support clients and their audiences with reaching their objectives.

• Trustee communication strategy
• DEI considerations
• DB / DC Member engagement
• Pension Change (DB/DC/MasterTrust)
• DC investment change
• Moving member comms online
• Digital publications and online experiences
• Aptia support materials and OneView engagement
• GMP equalisation / conversion
• Member options (PIE / ETV / WULS)
• Risk transfer (buy-in/out)
• Annual benefit statements
• Newsletters and Booklets
• Video

Creative

Our design team consists of graphic, web, digital and motion graphics designers and copywriters. Think of us as your boutique design agency based in Tower Place, London.

Working with our Employee Change, Member & Benefits Experience colleagues, we devise creative strategies to make complicated messages simple. We distil and refine information so we can design communication materials in their clearest, most impactful form.

From strategy to script to development and production, our team are here to help with video projects, big and small. We produce engaging and informative videos in animation and film that move people to take action.

• AI
• Brand creation
• Creative narrative
• Creative strategy
• Digital & web design
• Graphic Design
• Video & animation

Benefits Experience

Many organisations are encountering several challenges when it comes to communicating with their pension scheme members. Some of the most common of these include how to simplify the complex; engagement and motivation; ownership and accountability; diversity of the membership; regulatory compliance; digital barriers and more.

Within Impact, we work with clients to create strategies that guide them through moments of change but also deliver on the core basics of what a member needs to know, and be aware of, every year.

We focus on engaging both defined benefit (DB) and defined contribution (DC) members, whether it’s communicating investment changes, clarifying options like Enhanced Transfer Values (ETV) and Pension Increase Exchange (PIE) or simply providing their annual statement in a more useful, and engaging, format.

Our capabilities are limitless, and we can support clients and their audiences with reaching their objectives.

• Trustee communication strategy
• DEI considerations
• DB / DC Member engagement
• Pension Change (DB/DC/MasterTrust)
• DC investment change
• Moving member comms online
• Digital publications and online experiences
• Aptia support materials and OneView engagement
• GMP equalisation / conversion
• Member options (PIE / ETV / WULS)
• Risk transfer (buy-in/out)
• Annual benefit statements
• Newsletters and Booklets
• Video

Technology & Data

Incorporating personal data can significantly enhance the effectiveness and impact of employee communications by enabling a more tailored, relevant, and engaging approach. And this is exactly what our audiences now expect – it’s a must have.

With 50% more engagement in content just by personalising the message, it’s time to really consider what, and how, you can incorporate data into your employee communications to create more impact.

Personalisation can be achieved through a variety of approaches: personalisation of content; targeted messaging; frequency optimisation; recognition of achievements, delivery medium, on-demand etc. So long as you have access to data, anything is possible.

But don’t forget…holding data securely is crucial to ensure compliance with data protection regulations (such as GDPR). This is where the Impact data specialist team excel…read on to find out more.

• Personalised Videos
• Personalised campaigns (SMS, Email)
• Personalised statements
• Data visualisation
• Modelling (pension, shares etc.)
• Pension change – impact statements
• Websites and microsites
• Total rewards online
• Pay transparency

Jim Christopher
Impact Team Leader

Experience
I’ve spent over 20 years working in the Mercer Communications team and have spent the last 3 years heading up the business. During my time in charge the team has doubled, and we made the decision to rebrand as the Impact team back in 2021 to reflect who and what we stand for. Ultimately, we work together to create moments of impact for our clients and their employees or pension scheme members.

My Approach
I’m completely open, authentic, and transparent in everything that I do. Ask me a question and I’ll give you the honest view based on my experience and knowledge. If I don’t know the answer, I’ll pull in members of the team who will. I feel that this approach is truly the only way to set expectations at a level that works for clients, my team, and most importantly, the audiences we’re communicating with.

More About Me
I graduated from the University of Northumbria in 1996 and then spent a significant time travelling around Asia and working in Australia (where I spent the first 8 years of my life). I now live in Hampshire and am happily married with 3 boys and one Labrador, Fonzi. I spend my weekends operating as the family taxi, but when those skills aren’t required, you’ll find me either at the gym or on the golf course with close friends (often trying to find the last ball I hit).

Sarah Greenaway
Head of Member Experience

Experience
I'm a Principal in Mercer's Impact team with around 22 years of pensions experience. I am a qualified actuary but have been solely focused on member communications for the past eight and a half years. I work with both trustee and corporate clients, helping to lead them through complex change projects and improve member understanding and engagement.

My Approach
I'm all about simplifying the complex. Pensions aren't always well understood by the general public, and because of this I am passionate about putting the member experience at the heart of all pensions strategy projects.

More About Me
I have two daughters (aged 10 and 6) who keep me on my toes! When I'm not working or spending time with my family, I can usually be found running around the country lanes of Worcestershire. I regularly take part in half-marathon events and trail runs, but I haven't taken the plunge to enter a full marathon…yet.

Tricia Maskell
Head of Employee Change Communication

Experience
I have 25 years' communication experience (both internal and external) across a wide range of industries. I've held positions in financial and professional services, technology and telecommunications, construction, mining, pharmaceutical, food and consumer manufacturing.

My Approach
I'm extremely passionate about what I do and always take a strategic, holistic, and meticulous approach to every project. I like to boil down challenges to what really matters, always thinking about the employees affected by any change and keeping them at the heart of everything we communicate.

More About Me
I love singing, dancing, eating, travelling (though not all at once — unless you're very lucky!) and spend my time always on the lookout for new and interesting experiences. I'm just as passionate about life as I am about my work and bring enthusiasm to everything I do. I'd say I'm an optimist — someone who always finds the silver linings and who revels in the bright side, after all, what's life without a bit of fun?

Vicky Edwards
Head of Digital and Benefits Engagement

Experience
I have 24 years’ experience in design, marketing and communications, spanning across many sectors and industries. I started my career as a graphic designer and continue to bring my visual thinking and creativity into my current role where I spend my days leading a team, inspiring others and delighting clients.

My Approach
My design background influences my approach to creating propositions and solutions for clients. It also helps me think of innovative ways to engage audiences and make messaging count. I bring energy and enthusiasm into everything I do and am equally passionate about my team and the people I work with – I strive to create an environment where people can thrive.

More About Me
Around 18 years ago, I discovered my passion for flowers when I did a short floristry course. Several courses and qualifications later I’m now a fully qualified Florist and continue to create beautiful arrangements and bouquets for weddings and other events where possible. I love arts and crafts and start (but not always finish!) many creative projects. Basically, I love getting stuck into anything artistic and love turning my hand to something new. I’m also drawn to beautifully designed books, love delicious food and have too many handbags (but how many is too many really?)

Dónal Murray
Creative Director

Experience
From Formula 1 to Formula milk, I’ve worked with some of the world’s biggest brands, developing and implementing 360˚ campaigns that deliver tangible results for clients in the UK and global market. Before joining Mercer, I built my career as a Creative Director in leading advertising agencies such as Publicis Group, Omnicom and WPP. In this time, I worked across multiple sectors including alcohol, automotive, aviation, financial service, FMCG, legal and pharmaceutical via CRM, design and branding, shopper marketing and digital, mobile and social media channels.

My Approach
I’m a creative thinker, a problem solver. Although I started in the business as an art director, I’ve always had a passion for words. I enjoy cryptic crosswords and often find myself using the same thought processes when trying to crack a brief. I’m equally as happy directing a video shoot as I am creating a brand look and feel. I interrogate briefs and enjoy working closely with planners on strategy to ensure we land on the best solution that will work as well in a business sense as it does creatively.

More About Me
I love variety, I love learning and I love not knowing what’s round the corner. I’ve tasted the world’s finest cognac with the Master Blender at the Courvoisier Chateau, been round the track at Silverstone with the world champion, brought Um Bongo back from the Congo, slimmed down the Little Chef, saved cats (and children), eaten pet food, been on trial at the Old Bailey, taken Girls Aloud to Sandown Park, played with Steve Marriot at Dingwalls, been shot in the south of France, run up an Alp, been drunk with George Best and sober with a Judge.