‘Feedback triangles’ are a simple, transformative concept for workplace culture

Wednesday, 24 June 2026

Daina Wilson is the New Zealand country lead for the L'Oréal Groupe.

What was your most formative experience?

I’ve had pivotal moments where people believed in me before I fully believed in myself. Back in primary school, my teacher, Mr Coachamillio, really encouraged my love of writing. He entered me into an international competition, and looking back, that was probably the first time I realised my ideas and creativity had value.

Then, in high school, another inspiring teacher introduced me to psychology. It sparked a lifelong fascination with human behaviour and what really drives people, which still influences how I lead and think today.

My mum was also a huge influence. She championed my siblings and me, making enormous sacrifices when we had very little. She genuinely believed we could build lives and access opportunities that were not available to her. She taught me that you can’t just wait for things to happen – you have to chase the opportunities that move you forward.

My siblings and I were the first in our family to attend university, which makes me even prouder to be involved in L'Oréal’s First Foundation partnership. We help provide scholarships and real-life work experience to gifted young people facing financial hardship. It’s a constant reminder of where I came from – it’s about proving that your starting point doesn’t have to limit your potential if you embrace the challenge.

Who is your most inspirational figure, and why?

Author and filmmaker Max Lugavere. After his mum was with diagnosed with dementia, he became determined to understand the human brain and longevity. Instead of just accepting the diagnosis, Max immersed himself in the science and turned his personal experience into something that’s now helping millions of people. I love that kind of proactive, purpose-driven energy.

Favourite book?

The Alchemist. It feels simple on the surface, but every time I read it, I take something different from it. I love the idea that real growth usually sits on the other side of uncertainty. A perfectly mapped-out plan can actually be quite dull – real fulfilment comes from having the courage to lean into your intuition. Success is so much more meaningful when it’s connected to a real sense of purpose.

As a leader, how would you address a toxic work culture?

To me, toxicity develops when issues go unspoken. Trust breaks down and people stop feeling safe to contribute. Life is far too short to spend your days in an environment that doesn’t inspire you, so it’s incredibly important to create a space where people feel respected enough to have challenging, honest conversations.

One of the reasons I’ve been at L'Oréal for so long is because the business genuinely prioritises health, safety and wellbeing. I also use a concept from Rachael Robertson called “feedback triangles.” It’s the idea that frustration usually gets spoken about to everyone except the person it relates to. It’s such a simple concept, but it fundamentally changed the way I think about culture.

In my team, we invest in feedback training to build trust. I want everyone to feel they can speak up with ideas, ask questions, or admit mistakes without any fear of embarrassment. Culture is shaped by what we role-model as leaders - transparency and empathy really do matter.

Hardest decision ever?

At university, I was set on becoming a clinical psychologist. But the more I learned in Psychology, the more I started to question if I was emotionally resilient enough to carry the weight of the work every day.

I decided to pivot and also pick up commerce, and I unexpectedly fell in love with commercial law. I loved the strategic thinking and negotiation side of it. Then I discovered marketing and was equally drawn to that mix of consumer psychology and creativity. In the end I extended my study time and majored in all three disciplines but ultimately changed to a career in commerce.

It was a tough decision to change path, but I realised my career at L'Oréal actually draws on all three. I use psychology to lead people, law for strategic problem solving, and marketing for brand building. It taught me that it’s okay to change direction to find the thing that actually makes you want to get out of bed in the morning.

Should billionaires exist?

That’s a nuanced question. I don’t think success or wealth is inherently negative – many people have built companies creating enormous economic value, innovation, employment and global impact. But that kind of wealth comes with a massive responsibility. The most inspiring leaders are the ones who recognise their broader role in society – whether that’s sustainability, philanthropy, or creating better opportunities for the next generation.

If I was a billionaire, I would…

Focus on projects I’m passionate about that give me a sense of purpose. New Zealand has so much talent, but we need greater investment in innovation to keep our most ambitious people.

What is the one thing that could happen in New Zealand tomorrow that would make life better for the most people?

I would love to see New Zealand and New Zealanders back ourselves on the global stage. We have incredible talent, creativity and innovation here but too often people think they need to leave New Zealand to establish a world-class and diverse career. If we could help people feel more optimistic about their future here, I think this would have a positive ripple effect across the country.