BrazilMerve Ezici on how New Metrics builds a cherished employee experience
In a competitive talent market, New Metrics has in recent years been able to stand out through the steadfast growth of its team. We spoke with Merve Ezici, Talent and Culture Transformation leader at the firm, to understand what attracts talent to New Metrics and how the consultancy keeps its people engaged.
Founded in 2013, New Metrics is a Middle East-based consulting firm specialising in customer experience (CX) and employee experience (EX), delivering transformation services combining consulting, technology enablement, ESG, and specialized training programs. Since its inception, the firm has expanded to offices in Muscat, Dubai, Riyadh, Beirut and Belgrade.
But scaling so rapidly is easier said than done – especially amid a highly competitive talent market. Fortunately, the firm has had no trouble practising what it preaches in terms of crafting its own attractive proposition for potential team members.
Merve explains, “New Metrics has built a strong reputation as a human-centric organisation, and that’s a key driver of our talent attraction. We don’t just offer jobs; we offer meaningful, purpose-driven careers. Our Employee Value Proposition (EVP) is rooted in values that top talent looks for: flexibility, personal growth, and the opportunity to make an impact.”
In practice, this means that the firm “empowers our employees to be bold in their roles, offers the tools and environment to be curious and learn, while always keeping the human element at the forefront.”
While Merve is the end responsible for making this all happen, she interestingly at the same time also is a shining example of the approach. She arrived at New Metrics in late 2023, attracted by the firm’s commitment to "creating human value" which “resonates deeply” with her. At the same time, the idea of “prioritising people just as much as performance” has helped her grow into her own role as Talent and Culture Transformation leader.
“What I enjoy most about my role is the ability to directly shape a culture of psychological safety and trust, where collaboration, inclusivity, and bold ideas are encouraged,” she notes. “This culture allows every employee to grow both professionally and personally, aligning with our broader business goals while fostering individual well-being.”
“At New Metrics, we don’t just advise about employee experience – we live it every day.”
So far, that has enabled Merve to further foster “a culture of trust and autonomy, allowing employees to shape their careers and contribute in ways that matter to them”. Applying a background in consulting – including spells with Delta Partners (now FTI Consulting) and Oliver Wyman – Merve has brought first-hand insight into how deeply culture and talent shape the success of consulting firms.
“My passion lies in creating environments where people truly thrive,” she continues. “The transition to Talent and Culture Transformation leader at New Metrics was driven by a desire to focus on the human side of business and to build a space where individuals are empowered to be their best selves.”
Walking the talk
“At New Metrics, we don’t just talk about EX – we live it every day,” Merve argues. “A standout feature of our EVP is the deep emphasis on psychological safety. Our employees know they can take risks, ask for help, or propose bold ideas without fear of failure. This creates a culture of innovation and trust that allows people to thrive, even in challenging times.”
This includes a heavy focus on personal development. Every employee has access to tailored learning programmes, coaching, and opportunities for self-directed growth. The inclusive culture of the firm is reinforced through recognition initiatives, including the Employee Appreciation Challenge, which encourages employees to share appreciation for one another.
Launched three months after Merve’s arrival, she says the program has yielded remarkable results: over 300 messages of gratitude shared across the workplace, with 100% of employees who provided feedback expressing a desire to repeat the initiative.
Engagement like this is essential at New Metrics, even when the firm’s consultants are immersed in client work, said Merve. By maintaining a strong connection to the broader organisation through consistent communication, regular check-ins, and leadership engagement, the firm ensures every employee feels valued and supported, wherever they are.
And “wherever they are” is not necessarily at an office, or client, either. Noting that New Metrics’ employee value proposition is rooted in flexibility, Merve adds that the company always tries to strike a balance between global consistency and local adaptability when arriving in new markets.
“Flexibility and work-life balance are built into our culture,” she continues, “allowing employees to pursue personal passions without sacrificing professional success. Our strong sense of community, combined with our human-centric approach, ensures that our team remains connected, motivated, and engaged.”
At the same time, every new strategy is guided by New Metrics’ company-wide values: ‘Be Bold, Be Curious, Be Human-Centric’. In line with this, the firm works to “empower each regional office to tailor strategies to meet local market needs” – allowing for flexibility which can ensure the firm’s talent policies and approaches are culturally relevant and responsive.
Merve concludes, “We achieve this through continuous communication with our regional teams, maintaining an active feedback loop. This allows us to adjust policies when necessary without compromising the core principles that make our culture unique. Ultimately, our approach enables every office to thrive within its local context, all while contributing to the unified mission of creating human value.”
