Employee Technology Experience Strategy
Opportunity
A major regional U.S. bank was in desperate need to improve its colleague (employee) technology experience. A new program was established to address this, and hopefully champion best-in-class technology experiences that would unleash the creativity of its colleagues. The effort was only just beginning, however, and lacked a vision, strategy, and plan to make all that happen.
Approach
We were engaged to help bootstrap the experience management practice, developing the group’s strategy, structure, governing, operating, and delivery models, all informed by competitive market intelligence, direct colleague needs and behaviors, and a sentiment management framework.
Results
Industry Analysis: Performed competitive market analysis of employee technology trends and best practices, thus informing and substantiating the company’s own experiential priorities and recommendations.
Strategy & Framework for Driving Outcomes: Developed the “North Star” vision & mission from which all decisions and prioritization are rationalized, then connected it with an Objective and Key Result (OKR) framework to track actual progress and results with facts and data.
Personas & Journey Development: Created employee personas and journeys that represent an informed cross-section of colleague experiences, informed by data from Human Resources
Multi-Year Experience & Capabilities Roadmap: Experience roadmaps and marketing collateral, informed by personas & journeys supporting experiential aspirations and outcomes aligned to capabilities and products.
Colleague Sentiment Management: Implemented a Technology Net Promoter Score (tNPS) to supplement existing colleague sentiment data collection, and a framework that can drive an insight rich story to validate hypotheses and influence CX change.
4x Increase in Colleague Experience: As a result of these outcomes, the company achieved a 4x increase in tNPS score in less than 6 months