Defining the Employee Experience of the Future

CHROs from across Europe came together in late August to discuss how all of the unprecedented changes of 2020 are impacting and defining the employee experience of the future. They exchanged ideas on new employee journeys, identifying the moments that matter most to employees, and enhancing the employee experience over the short- and long-term.

Participants in the discussion included Maryjo Charbonnier, CHRO at Wolters Kluwer, MajBritt Arfert, Chief People Officer and Senior Vice President, People at Ericsson, Will Serle, Chief People Officer at Capita, and Mark van Bijsterveld, CHRO at Signify.
 

Defining Employee Experience

HR leaders agreed that “employee experience” has a broad definition impacted by numerous factors. It is connected to growth opportunities, recognition and rewards, company branding, engagement, or anything that can affect how employees perceive the organisation. One executive suggested that it was part of the whole organisational ecosystem, similar to customer experience. 

Executives also said that they are applying different strategies to listen to employee feedback with many using internal surveys throughout the year. CHROs are learning that employees are craving more flexibility in their work environments and opportunities to stay connected, and that employees’ expectations have changed in terms of embracing technology and interacting with company leaders. HR executives recognise that their ability to provide a safe and connected work environment for all is a top priority.

On the other side of our digital transformation, we have found the ability of employees to be nimble and adaptive.
 

Promoting a Flexible, Inclusive Culture

CHROs agreed that the work-from-home experiment of 2020 has been more viable and productive than predicted. In addition, remote work has been a “great leveller” across organisations. As one leader noted, “If you have a phone and a laptop, you have the same voice in the organisation as anyone else.” They noted that a positive outcome of remote work is a more inclusive culture where every voice is heard.

People leaders are also looking ahead at how they can enhance the work-from-home experience and how they can address employees’ demand for greater flexibility. Many expect that they will stay at a high level of remote work for the immediate future. Some are holding discussions about which roles are effective remotely versus onsite in an office. Others noted that their current office setup is no longer relevant. Overall, they are trying to balance the needs of employees who want to return to the office and those who would be happy working at home.
 

Prioritising Mental Health

Several executives mentioned that the topic of employee mental health and well-being has been greatly accelerated this year. Some have published survey questions on the topic to better understand people’s specific concerns, areas in which the company is doing well, and what needs to be improved. One leader noted that focusing on the survey comments helps them see how sentiment is changing.

Many organisations have made more progress in the last 5 months than they have in as many years. CHROs agreed on the need to continue listening to maintain the momentum. One also noted, like with other Human Resources initiatives, it’s up to them to provide solutions, but they also need to support line managers in implementing them.
 

Thoughts from the Community

Participants had an engaging discussion about the new era of work and blending home and onsite workers. One CHRO pointed out that it depends on the individual, as well as the circumstance, as to where the role will be most successful. Another asked peers if they are compensating employees for home offices. One leader agreed it was an issue and that their organisation had given people a cash allowance for a desk and chair.

The CHROs also shared ideas on how they are keeping themselves healthy and well in this stressful time. Several are staying physically active, spending time with family, and making time for things like yoga and meditation.

by CHROs, for CHROs

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