Great leadership roles are rarely defined by job titles alone. In this episode of The People Agenda podcast, Chris Howard and Debbie Mitchell sit down with Neil Morrison, from Severn Trent Water as he explains why the modern CPO is no longer just an HR leader. The role has evolved into a business-critical position focused on organisational performance, culture, trust, and commercial impact. Neil shares practical insights on what separates high-performing executive teams from disconnected leadership groups.
What is the role of a modern CPO?
A modern CPO is expected to drive organisational performance, not just oversee HR operations. Neil describes the role as helping individuals, teams, and the wider business perform at their best by aligning culture, strategy, and execution. In his view, the most effective leaders focus less on staying within traditional functional boundaries and more on where they can create the greatest impact. He also believes that high-performing executive teams work collaboratively across the business, rather than operating as separate functional silos.
Why are people and communications functions merging?
People and communications teams are increasingly working more closely together because both functions have a major influence on culture, trust, storytelling, and overall business performance. Neil explains that organisations today need stronger alignment between internal and external messaging, especially as employees expect greater transparency and consistency. He sees both HR and communications as functions focused on shaping behaviour and building engagement, which makes collaboration between them more important than ever. He also argues that consistent messaging helps strengthen trust across the workforce.
How does culture directly impact business performance?
Neil believes culture has a bigger impact on operational performance than many organisations often recognise, shaping everything from discretionary effort to customer outcomes and long-term resilience. He notes that while strong cultures can take years to build, they can be damaged quite quickly if consistency and trust are lost. In his view, employees tend to go the extra mile when they feel a genuine connection to their communities, customers, and the organisation’s purpose, particularly in moments where customer experience really matters. He also cautions against repeatedly “relaunching” culture initiatives, as this can create confusion rather than providing the clarity and stability employees need.
What makes a CPO effective at executive level?
An effective CPO builds trust, challenges leadership constructively, and helps executive teams perform better collectively. Neil describes the role as being both “inside” and “outside” leadership conversations at the same time.
- CEO relationships are the most critical partnership for a CPO.
- Trust must exist both in competence and authenticity.
- Emotional intelligence and business understanding are equally important
- The CPO acts as a “critical friend” who improves the quality of executive conversations.
How is AI changing the people function?
AI is changing the people function by improving productivity, operational efficiency, and employee support systems. Neil believes organisations must balance innovation with employee experience.
- AI is being used to improve engineering design and optimise construction planning.
- Contact centre teams use AI tools to surface customer history and relevant policies in real time.
- AI adoption must support both organisational goals and employee outcomes.
- AI is a tool for enhancing work rather than replacing human judgement.
This episode offers a practical and refreshingly honest perspective on the future of leadership, culture, and the evolving role of the CPO. If you want actionable insights on organisational performance, executive leadership, and the intersection of people and business strategy, this is a podcast worth listening to.
