Fostering workplace engagement and satisfaction has become more critical than ever in the dynamic and ever-evolving corporate landscape. Our CEO, Tom Nguyen, had a chance to sit down with Lauren Puff, the Senior Director of Global Workplace Experience at Peloton, and gauge insights from her experiences in creating a dynamic and inclusive workplace. As Puff has grown within her career, her responsibilities have recently expanded to include environmental health and safety alongside a broader facilities team. She is also the co-founder of WESO Collective, a community where dynamic workplace leaders go to enhance their impact. In a recent conversation, she shared her insights and strategies for creating an inclusive, engaging, and flexible workplace.
When asked about her perspective on workplace engagement, Puff emphasized that it has different sides. "For me, it's multipronged," she began. One aspect involves engaging with the physical workplace—how people use the spaces, the furniture, and the amenities. We are constantly seeking ways to encourage movement and interaction. The other aspect is about the intangibles—how people feel about coming to the office, how easy it is to use the space, and how the space supports their productivity.
As new workplaces embrace the remote and hybrid work culture, these corporations must add a physical aspect. Puff elaborated on the significance of the physical environment:
We're trying to create spaces that people want to use. This includes everything from ergonomic furniture that supports health and well-being to designing communal areas that foster collaboration and social interaction. Even the placement of plant walls is intentional, encouraging people to migrate and interact in different parts of the office.
Puff highlights the intentional structures they set to ensure that employees are engaged and feel a sense of support within the workplace.
However, Puff also emphasized a broader, more conceptual understanding of the workplace.
Workplace doesn’t just mean the office anymore. It's any place where work happens –at home, in a coffee shop, or even on a beach in Majorca. Engaging the employee population wherever they are is crucial. We must ensure the workplace experience is seamless, whether employees are in a high-tech office or working from their kitchen table.
Furthering this perspective allows companies to gauge a sense of belonging and community within the workplace that goes past the physical component of being present in the office.
As the world shifted after the pandemic, corporations significantly changed their approach to work culture. Puff's approach to workplace engagement after the pandemic has shifted alongside many others.
Five years ago, workplace meant office. Now, it's about the place of work, which includes home offices and remote locations. Wherever employees are, I feel responsible for ensuring a positive experience.
Puff’s commitment to inclusivity extends to remote employees, ensuring they feel as engaged and supported as those in the office.
We leverage our relationships with leaders across the business and HR business partners to help provide crucial insights into what remote employees are experiencing and what they need to feel engaged and productive.
She also uses technology to bridge the gap.
One of the things I do in every job is join all the city-specific and ERG Slack channels. This helps me pick up on trends and concerns and is a great way to keep a finger on the pulse of the entire organization, not just those who are physically present in the office.
As Puff emphasizes the importance of employee engagement and a sense of belonging, one of the critical aspects of her role involves collaboration with various internal teams. "My job is to act as the conduit, threading conversations through all aspects of the business," she explained. Successful workplace teams think outside their scope, considering impacts across IT, AV, executive assistants, events, real estate, and construction." Working cross-functionally with internal teams allows for a sense of connectivity and inclusion that otherwise may be missing.
Bringing teams together also stresses the importance of breaking down silos and ensuring everyone within the corporation is aligned. "These teams typically work in isolation, focused on their specific areas. Part of my role is to ensure they are talking to each other. For instance, the IT team must know about new office layouts to ensure tech support is in place. The real estate team needs to be aware of employee needs to select sites that are accessible and convenient."
She also highlighted the importance of being a strategic partner. "Building relationships with team leaders and positioning myself and my team as strategic partners is crucial. It's about making sure there’s a face to the team, being accessible, and solving problems quickly. This builds trust, and people start to see that we get things done."
To ensure that Puff bases her strategy on a dynamic workplace, she highlights the importance of data. "I might not be an expert in workplace data, but understanding what employees need is crucial. Building relationships helps, but it’s also about being present and accessible."
She believes in the power of personal relationships and regular interaction with employees.
Walking around the office and connecting with HR business partners to understand what they’re hearing from their teams is invaluable. Data can tell us a lot, but those personal connections provide context and depth that numbers alone can’t.
Puff also values the importance of feedback loops and ensures that employees feel heard. "We use surveys and feedback tools to gather data from employees. This helps us understand their needs and preferences, allowing us to make informed decisions about workplace improvements and initiatives."
There are countless differing opinions on return-to-office policies. Puff’s perspective mentions that "As someone whose job involves the office, I appreciate the idea of a mandate because it means people experience the spaces and programs we create.
But mandates also remove flexibility, affecting caregivers and others who rely on remote work." By advocating for choice, Puff recognizes the need for a healthy balance of in-person connections while acknowledging the need for flexibility.
I believe in both. I love my in-office days for collaboration and my remote days for a more relaxed start. Employers should offer choice, and employees want it.
She shared her personal experience to highlight the benefits of a hybrid model. "I worked remotely for four years, and now I come into the office three times a week. The balance is perfect for me. I get the energy and spontaneous interactions of the office environment, while also enjoying the flexibility of remote work. This approach respects individual needs and supports a diverse workforce."
Creating a strong culture and sense of belonging for remote employees is challenging but essential. "Culture needs to be set from the top and nurtured by leaders. Remote employees should feel just as included as those in the office." Puff has implemented digital experiences specifically for remote employees and ensures that every event considers their inclusion. "We create virtual events and activities that bring remote employees together. These can range from virtual coffee breaks to online team-building exercises. It’s about ensuring the remote population knows they are an integral part of the team."
She also highlighted the importance of communication":
Regular updates from leadership, virtual town halls, and inclusive communication channels are vital. They ensure remote employees stay informed and feel connected to the company's mission and goals.
Lauren Puff’s insights underscore the importance of flexibility, inclusivity, and proactive engagement in today’s workplace. Her strategies at Peloton demonstrate a comprehensive approach to creating a dynamic, supportive, and engaging work environment for all employees, regardless of location. As the workplace continues to evolve, leaders like Puff are essential in navigating these changes and fostering a culture of inclusivity and engagement. With her innovative strategies and commitment to employee well-being, Puff sets a high standard for workplace experience management in the modern era.
