How Interview Training Is Shaping Our Culture

At Gallagher, The Gallagher Way isn’t just a set of principles on a wall. It’s how we show up every day. It’s about doing the right thing, treating people with respect, and creating opportunities for everyone. When we looked at how interviews were being conducted across the business, we saw a chance to bring those values to life in a new way. That’s how the Interview Training initiative started: with a simple question: how can we make sure every candidate experience reflects who we are?

Why We Started

Gemma remembers the moment clearly: “I recognised that our candidate experience and interviewing capability varied across the business and saw an opportunity to develop both. That insight became the starting point for the project.”

From there, Gemma led the team that designed two sessions: Interview Essentials and Elevating Your Interviewing Skills. These weren’t just about teaching techniques. They were about creating consistency, fairness, and a positive experience for every candidate. “We spent several months throughout 2024 planning, refining, and preparing for a rollout in 2025,” Gemma says. “The result is something I’m really proud of.”

And the numbers back that up: more than 600 colleagues have completed the sessions, and the program has achieved an impressive Net Promoter Score (NPS) above 60, showing strong engagement and real value across the business.

Bringing The Gallagher Way into Every Interview

For Tom, the impact goes beyond process. “This interview training has had a profound impact on inclusive hiring across Gallagher by equipping hiring managers and interviewers with the skills to conduct fair, unbiased, and equitable interviews,” he explains.

The sessions tackle recruitment bias head-on and promote structured techniques that keep interviews focused on skills and potential. “It’s about creating an inclusive environment where candidates from diverse backgrounds feel valued and respected,” Tom adds. That’s The Gallagher Way in action: integrity, fairness, and respect woven into every conversation.

The Human Side of Change

Jenn says the most rewarding part was seeing the project come to life: “Being able to see the project through from the very first stage to completion has been truly rewarding. Even more so is being able to bring the sessions to life when conducting it.”

For Katie, the journey was personal: “From a personal perspective, this journey has been transformative. It has been an invaluable opportunity to develop my presentation skills and build my confidence in public speaking.”

These stories remind us that The Gallagher Way isn’t just about what we deliver externally. It’s about how we grow internally. Every member of the team stretched themselves, learned new skills, and built stronger connections across the business.

What We’ve Learned

One theme stands out: feedback matters. Gemma shares, “So many colleagues have said they’ve never been formally taught how to interview and have often just ‘winged it.’ Being able to provide structured support and guidance during such an important part of their role has been incredibly meaningful.”

Hiring managers now approach interviews with more intention, focusing on skills and behaviours rather than assumptions. That shift is creating a fairer process and a better candidate experience. Exactly what we set out to achieve.

Looking Ahead: Future Goals

The success of this initiative is a powerful step forward, and 2026 brings an exciting opportunity to build on that momentum. The focus will remain on strengthening the impact of the training across the business, ensuring every session continues to reflect The Gallagher Way. With robust digital tools already in place, learning will stay accessible and engaging, while consistency and excellence take priority over expansion. This year is dedicated to deepening the commitment to inclusive practices and reinforcing the foundations that allow our culture to thrive.

Gemma sums it up best: “Our goal is to keep building on this momentum. We want every interview, in every region, to reflect the same high standards and values. That’s how we’ll continue to champion The Gallagher Way.”

The Interview Training initiative isn’t just a programme. It’s a reflection of who we are. By championing The Gallagher Way in every interview, we’re building trust, promoting inclusion, and shaping a future where opportunity is open to all.

Because at Gallagher, doing the right thing isn’t optional. It’s the way we work, the way we hire, and the way we grow.