Our commitment to creating an inclusive workplace where individuals with disabilities and health conditions can thrive remains at the heart of everything we do. Through our colleague-led networks we’re proud to amplify the voices of every colleague, driving meaningful change at every level of the business.

As we celebrate UK Disability History Month, MaxAbility board member and Head of Customer Journey, Rachel Wood, shares more about her acquired disability and her passion for supporting those with disabilities in the workplace.

My career

With over 35 years’ experience in public services, I first discovered my passion for service design early in my career, and it has since become a lifelong commitment. In 2014, I took on a dedicated role in service design leadership, where I’ve had the privilege of being involved in over sixty designs and redesigns.

I joined Maximus in September 2024 as Head of Customer Journey in Citizen Services. In my role, I am a custodian for customer journeys, overseeing the roadmap that outlines how we aim to achieve our goals in practical steps. This involves innovating and ‘future-proofing’ our services, while ensuring we meet the diverse needs of those we serve.

I am deeply focused on customer experience excellence and service satisfaction. I feel most fulfilled when I can innovate and create effective pathways for service users.

Life with Hodgkin’s Lymphoma

My life took a dramatic turn in my mid-forties when I was diagnosed with Hodgkin’s Lymphoma after six months of feeling unwell. I had never heard of this rare blood cancer, which affects around 1,600 people in the UK each year. After being diagnosed for a second time in 2017, I underwent a stem cell transplant. The intensive treatment, which included chemotherapy and nuclear medicine, led to several complications including sepsis, pneumonia, and osteoporosis.

Living with Hodgkin’s Lymphoma has made me a “Hodgkin’s Lymphoma ‘aliver.’” I now focus on adapting my life positively and learning to cope with the challenges that come with my acquired disability.

My mobility has significantly reduced, and I am now reliant on using a stick to prevent falls. Activities I once enjoyed, like walking, now feel monumental – ten minutes of slow walking can leave me feeling like I’ve completed a marathon.

Despite these challenges, I embrace technology to help me manage everyday tasks. Working from home has been particularly beneficial, allowing me to lead a meaningful life while contributing positively to society. My focus is on what I can do, not what I can’t.

Disability support in the workplace

Over the past 10 to 15 years, I have seen a positive shift in how workplaces support individuals with disabilities. While approaches may vary across sectors, there is a growing recognition of the importance of having a diverse workforce for innovation and effective decision-making. Organisations that mirror the demographics of their customers are better equipped to meet their needs.

There are still misconceptions about disabilities that need to be addressed. Not all disabilities are visible. In my case, I experience both hidden (immunity) and visible (mobility) challenges. I wear a medical bracelet and a lanyard during my rare outings to help communicate my needs, as sometimes it’s easier than trying to explain them myself.

As we mark UK Disability History Month, the theme of Disability, Livelihood, and Employment resonates deeply with me. For me, it’s about supporting everyone to fulfil their potential, and it’s crucial that we focus on what enables individuals to overcome challenges rather than what hinders them.

We all need to think more creatively about inclusion in the workplace, and use every opportunity to experience it through those who find them the most challenging. If we make things more accessible, both physically and digitally, we will be helping everyone, not just those who we think need it most.

Looking to the future

I am hopeful for a world that embraces our differences and celebrates our shared humanity. I believe in focusing on the good that unites us in making services equitable for everyone.

In my first two months at Maximus, I have been blown away by the sense of belonging I’ve felt by being part of a network like MaxAbility. I’m committed to supporting this vital work, drawing on my own lived experience with acquired disability.

I aim to be a strong ally to my colleagues and customers; I’m excited to contribute to a future where inclusivity is the norm, and everyone has the support they need to thrive