Unapologetically You: Breaking Barriers as an LGBTTQ+ Woman in Leadership

Chief People Officer at AA Insurance shares her defining career lessons centred on the power of visibility, the strength of diversity & inclusion, and the impact of authenticity. Early in her career, seeing women and LGBTTQIAP+ leaders thrive at the top shattered limitations and fuelled her own drive to elevate others. For Paula, true leadership demands embracing intersectionality - by bringing together different genders, races, and communities to spark innovation and drive meaningful change. With the most powerful leadership traits being courageous, authenticity and empathy.

Behind every colleague is an untold story, and the strongest leaders create spaces where people feel seen, valued, and empowered to succeed.

Why is belonging so important?

Throughout my career, I have learned that choosing the right organisation is crucial. Early on, I worked in insurance claims before transitioning into recruitment, where I discovered my passion for HR. I was advised to pursue further studies, which led me to my first HR advisory role. While qualifications matter, what truly shapes your success is finding a workplace that aligns with your values. A mismatch in values can leave you feeling stifled, whereas an empowered environment allows you to thrive.

Growing up as an only child and losing my father at the age of three, my mother surrounded me with cousins and friends, ensuring I never felt alone. That sense of community became foundational for me, influencing the way I approach leadership and workplace culture. When people feel a sense of belonging, they do their best work.

I have carried this belief into every role, prioritising spaces where inclusion is not just a policy but a lived experience.

What role do leaders play in normalising inclusion?

Coming out later in life and in the workplace was both an eye-opening and vulnerable experience. Many people in my life had assumed I would follow a conventional path, so navigating their perceptions and expectations of me required courage.

Around this time, just over 10 years ago, a defining moment was when I started a new role and had a new boss, lots of new colleagues and stakeholders to navigate. I had made a deal with myself that I would be unapologetically myself. I was on a work trip, sitting with my boss, engaging in small talk, when I casually mentioned my female partner. I felt a knot of anxiety - would this change her perception of me? Would it impact my career? Her response was simple but powerful: she encouraged me to share more and moved on as if it was the most natural thing in the world. Which is how it should be! That moment shifted something in me. It reinforced the idea that when we are honest about who we are, we invite acceptance and create space for others to do the same.

Since then, I have realised that authenticity is a leadership strength. When I show up as my full self, others feel comfortable doing the same.

Living your truth also means correcting misconceptions. Even now, most people assume I have a husband. I have learned to gently correct them, not to make them feel bad, but to reinforce the importance of visibility. Coming out is not a one-off event, it is every time you meet someone new!

Every time we speak up, especially as leaders, we normalise diversity and create space for deeper conversations.

Why is advocacy and empathy in leadership so important?

Advocacy is about amplifying voices that are often unheard. When leaders lead with empathy, they create ripple effects of change. Working with underrepresented groups, time and time again, I’ve seen how authenticity inspires others to step into their own truth.

Employee action groups are vital for this work. They provide a platform for voices that might otherwise go unnoticed. Real change happens when businesses go beyond performative gestures and embed diversity and inclusion into their DNA from the boardroom to every level of the business, including customers and communities. Now more than ever, our people need to see representation of themselves in leadership roles at decision making tables and their leaders actively fostering an inclusive culture on a daily basis.

What do we need to consider for the future?

Organisations must look ahead and ask: what will our people, customers and communities of the next 10 to 15 years look like and need to be successful? Understanding the different generational and diversity needs is critical especially at a time of such rapid tech and AI advancement which are reshaping businesses and workplaces.

The future depends on leaders to be more unapologetically themselves - because when authenticity thrives, so does innovation, engagement, and success.

Creating safe and authentic spaces is essential for people to thrive. The most impactful leaders are those who fully embrace their identities, setting the tone for inclusion and empowerment. When businesses foster an environment where everyone can show up without fear, it creates a powerful ripple effect - building teams that are more engaged, innovative, and driven by authenticity.

By making bold, intentional choices today, we create workplaces where diversity is celebrated, inclusion is embedded, and belonging is an undeniable reality.

Paula Williams, Chief People Officer, AA Insurance