95 NPS proves workplace experience delivers for pharmaceutical HQ

The background:

A London-based pharmaceutical organization set out to redefine the workplace experience as it prepared to open a new, state-of-the-art headquarters. The move represented a cultural shift toward prioritizing employee well-being, supporting innovation and fostering stronger community engagement. In an industry marked by constant evolution and rising competition for talent, the goal of the headquarters relocation was to create a space where employees could thrive and feel empowered to spark the next major medical breakthrough.

The vision for the new HQ was clear: encourage employees to return regularly and willingly, foster a workplace culture rooted in care and connection, and make work-life balance a daily, lived experience through meaningful services. The organization also aspired to build a deeper connection with the local London borough, enriching both the internal employee community and its external environment

The Circles solution:

Circles partnered with the organization to bring this vision to life through a phased, “test and optimize” rollout, ensuring that every touchpoint would evolve based on employee feedback and expectations. A 360° employee experience was designed and implemented that elevated every aspect of daily life at the new headquarters:

The full program included:

• Work-Life Balance Services are delivered through a dedicated on-site concierge team helping employees manage everyday tasks — offering trusted recommendations and hands-on support for travel, dining, home repairs and more. This provides a 24/7 benefit supporting employees at work, at home, and in between, making work-life balance a seamless part of the workplace experience.
• To foster connection and culture, Community Engagement programming brings employees together through curated events ranging from wellness pop-ups and speaker series to farmers markets and local volunteering. This cultivates a vibrant culture of belonging within both the organization and surrounding community, transforming the office into a hub for collaboration and social impact.
• Employee & Guest Services, led by a high-touch hospitality team delivering a hotel-style welcome from the moment someone enters the building, offering personalized tours, tailored onboarding, and coordination with onsite vendors. The result is a five-star experience creating a lasting impression that makes people want to return.

The outcome:

The move to the new headquarters transformed a traditional workplace relocation into a cultural relaunch where employees felt supported, inspired and excited to return.

Key outcomes included:

• 155 average monthly concierge requests demonstrating strong adoption of work-life balance services
• 11 monthly community events building authentic internal and external connections
• 95 NPS satisfaction score reflecting a consistent, premium employee and guest experience

As a result, the new HQ is no longer just a workplace, it’s a destination of choice, supporting innovation, culture, and retention. The organization has successfully:

• Created a thriving, employee-first culture
• Positioned the HQ as a magnet for top and emerging talent
• Enhanced employee engagement and well-being from day one
• Strengthened its role as an active contributor to the local London community

“Comingto the new HQ doesn’t feel like coming to work. It feels like entering a placewhere I’m valued — and where I want to be.”
— Employee