Transform the employee's experience to drive business performance
Experience is not just well being and work-life balance programs, is also the day-to-day work, the interaction with several processes and digital tools, that most of the time don’t consider the employee experience.
Transform processes, policies and structures using the right technology to support your employee experience (EX).
Leverage this holistic approach to improve the employee’s journey and have a direct impact on customer satisfaction.
Now more than ever, it's critical for businesses to understand how to create meaningful experiences that connect the work back to the impact it has on workers, users, and customers in achieving their aspirations.
Employee Experience (EX) is inseparable from Customer Experience (CX)
The HR role in EX transformation has evolved from owning the hire-to-retire policies, processes and technology and adjacent experience to also influence, promote and orchestrate EX in every other process where employees are involved.
This shift is crucial to have engaged and motivated employees, a great place to work, with blended social and work experiences, while also considering cost reduction needs, headcount efficiency and individual and collective performance.
HR must be responsible for the employee’s journey, finding the moments that matter for each workforce persona, identifying the pain points in different process stages and reformulate according to the employee’s needs proving all support and digital tools needed during the experience.
Great workforce experiences build connections.
Strong connections create loyalty.
Loyalty drives business results.
Employee XP: Unlimited human experience and efficiency
A comprehensive yet modular approach to transform employee experience from A to Z, creating a human-centered Employee Experience. Our goal is to obtain the perfect balance: achieve HR and operational efficiency, while providing an engaging experience.
5 steps to transform your Employee Experience
Target key EX enablers for transformation
Determine scope in terms of implicated processes, either related with the Hire to Retire cycle or other organizational processes, by selecting target areas according to change impact and effort.
Imagine employee experience
Imagine the future employee experience, for each persona, based on their current pain points, moments that matter and expectations for future process journeys. Set the vision and guiding principles, systematize opportunities for each journey.
Design underlying dimensions according to defined experience
Design underlying dimensions according to defined experience, including organization, roles and capabilities, underlying policies and models, processes and activities and technology landscape.
Deliver. Implement the designed dimensions
Deliver technology solutions, supporting the transformation with project management and ensuring adoption with change management programs.
Run the new experience design
Operationalize in a day-to-day basis the reviewed processes through outsourcing services. Support application management to keep them updated with current organizational needs.
What’s in it for your business?
There’s a clear correlation of Employee Experience with customer experience and tangible business results is clear
- Positive reviews
- Reputation improvement
- Attract the best talents
- Productivity increase
- Effort and commitment improvement
- Higher efficiency
- Retain the best people
- Reduce employee turnover
- Higher onboarding impact
- Higher profits
- Increase revenues
- Increase ROI per employee
We’ve done it before
A paradigm shift for HR
Our client, a national insurance company, has been through a major process of restructuring and was confronted with numerous internal challenges that triggered the desire to improve the quality of services offered by the HR department to its employees.
To ensure effective and fast management of employee requests and improve their journey experience, an HR Services area was set up.
To meet the client´s challenge Deloitte transformed the employee experience throughout all processes within the organization aiming to elevate the human experience and efficiency. Using the ServiceNow platform as single point of contact the employees could now address and clarify all their requests on HR issues, with specific KPIs to measure the quality of service and with well-defined roles & responsibilities.
From the very first minute, the HR team followed the number one request submitted on the platform with a mix of enthusiasm, curiosity and celebration. In just 5 days, the client managed to get all requests submitted through the platform, with a response rate of over 60% , an average satisfaction level - now measurable - of 4 (on a scale from 1 to 5) and one month later the results were significantly relevant with more than 250 requests received and a resolution rate of 59%.Download Case study