building a better employee experience · navigating the experience through the lens of an employee...
TRANSCRIPT
B U I L D I N G A B E T T E R E M P L O Y E E E X P E R I E N C EB E N E F I T B I T E S S E R I E S
J A N U A R Y 2 0 2 0
J E N N I F E R B A G L E Y | P R I N C I P A LT O D D L A M B R U G O | P R I N C I P A L
2Copyright © 2020 Mercer (US) Inc. All rights reserved.
“Every business will bea software business”
Satya Nadella, March 2015
Aligning Work to Future Value
Building Brand Resonance
Curating the Work Environment
Delivering Talent-Led Change
E X P E R I E N C E I S T H E N E W C O M P E T I T I V E A D V A N T A G E
Source: Mercer 2019 Global Talent Trends
of leaders expect the role of AI, automation and robotics to increase significantly in the next two years
83%
of organizations are in the midst of transformation
97%
Copyright © 2020 Mercer
Services’ value added as a percent of GDP
Source: World Bank national accounts data, and OECD National Accounts data files https://data.worldbank.org/indicator
UNITED STATESGLOBAL
65% 77%
Source: 1McKinsey, 2017; 2Gartner, 2018
4
consumer spending outpaced spending on goods1
4x
of competitive advantage is based on the experience they provide to customers2
67%
“ F UT U R E O F W O R K ” I S N O W E X P L O S I O N O FT H E S E RV I C E E C O N O M Y E X P E R I E NC E S A R E K I N G
S T R AT E G I C C O N F U S I O N30% of employees do not have a clear sense of where their organization is headed1
I N E F F I C I E N T O P E R AT I O N S37% are held up by bureaucracy when trying to get their work done1
I N C R E A S I N G E X I T S39% of US leaders concerned with excessive turnover; 25% globally2
FA I L E D T R A N S F O RM AT I O N70% of transformation initiatives fail, costing businesses a staggering $900B1
S TA G N A NT P R O D U CT I V I T YGlobal productivity is anticipated to be only 2% for 2019, just up from 1.9% in 20182
TA L E NT S H O R TA G E S0.5% labor supply growth rate over the next 10 years3
BUSINESSIMPACT
LOST & OVERWHELMED
O R G A N I ZAT IO N S M U S T P U T T H E I R PEOPLE AT THE CENTER OF GRAVITYTO DELIVER ON THEIR BUSINESS STRATEGY
E M P L O Y E E S H A V E B E E N L E F T B E H I N D I N T R A N S F O R M A T I O N
Source: 1Mercer Sirota norms, ~5mm employees2 Mercer Global Talent Trends 2019
Source: 1HBR, 20192Conference Board3Bureau of Labor Statistics
3Copyright © 2020 Mercer
6Copyright © 2020 Mercer
T H E W A Y F O R W A R D R E Q U I R E S A C H A N G E I N T H E W A Y W E I N V E S T I N P E O P L E
6
Basic Needs: Pay, Benefits, Security
Workers are assets to be retained
Pay and benefits for time and output
L O YA LT Y C O N T R A C T( 2 0 T H C E N T U R Y )
Psychological Needs:Achievement, Camaraderie, Equity
Employees are assets to be acquired and optimized
Broader set of rewards (pay, benefits, career, experiences) in exchange for organizational engagement
E N G A G E M E N T C O N T R A C T( T O D AY )
Growth Needs: Purpose, Meaning, Thriving, Impact
Human-Led, Technology EnabledPeople and machines together for maximum value creation
Rewarding experience in exchange for a wide range of contributions
E X P E R I E N C E C O N T R A C T( T H E N E W C H A P T E R )
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Y O U R P E O P L E A R E T H E A N S W E R
I N C R E A S E DE N G A G E ME NT
TECHNOLOGY INVESTMENT PEOPLE INVESTMENT
SUSTAINABLE GROWTH
2x I N N O VAT I O N
4xM O R E P R O F I TA B LE
2xC U S TO M E R S AT I S FA C T I O N
E N H A N C E D B R A N D
5Copyright © 2020 Mercer
W H AT I S E M P L O Y E E E X P E R I E N C E ?
T H E E M P L O Y E E E X P E R I E N C E I S T H E I N T E R S E CT IO N O F A N E M P L O Y E E ’ S E XP E C TAT I O N S , T H E I R E N V I R O NM E NT A N D T H E E V E N T S T H AT S H A P E T H E I R J O U R N E Y W I T H I N A N O R G A NI Z AT I O N
E V E N T SA sequence of moments in an
employee’s journey, both scripted and unscripted
E N V I R O N M E N TThe touchpoints, shaped by
interactions within the organization
E M P L O Y E EMy expectations, shaped by who I am and what I value
C U LT U R E , P E O P L E & L E A D E R S , W O R K ,
P R O G R A M S & P R O C E S S E S ,
W O R K P L A C E / T E C H
L I F E E V E N T S , C A R E E R E V E N T S ,
O R G A N I Z AT I O N E V E N T S
E M P L O Y E E E X P E R I E N C E
H O W W E T H I N K A B O U T E M P L O Y E E E X P E R I E N C E
7Copyright © 2020 Mercer
E M P L O Y E E S A T T H E H E A R T O F D E S I G N
S A R A H
“I’m focused on building my career and balancing life with my family”
P R O D U C T M A R K E T E R
JOIN XYZ CO. Assigned to my team and first project!
ENROLLEDIN BENEFITSThat tooka while to figure out!
AMAZING OFFSITEThis company is going amazing places!
NEW OPPORTUNITYLooking forward to applying my skills to a new role
I’M LOSTUgh! Can’t find what I need to get my job done
NAVIGATING MY CAREERWow, I really have a wealth of opportunities within my own company!
HAVE A CHILDConfused by the leave policy
RETURNED TO WORKStressful and overwhelmed
CUSTOMER FOCUSEDUnderstand the diverse wants, needs and pain points of your customers – your employees
UNDERSTAND THE END TO END JOURNEYNavigating the experience through the lens of an employee breaks down silos within HR, and across Functions
DESIGN FOR THE TARGETED INTERACTIONImpactful experiences (moments that matter) require punctuation with personalized human touch, while other experiences can be simplified and automated
E M P L O Y E E S A T T H E H E A R T O F D E S I G N
CO-CREATE SOLUTIONSBring employees and leaders to the drafting table to innovate and design together
W H A T T Y P E O F E X P E R I E N C E S D O P E O P L E C R A V E ?
EFFICIENTProvide me with a frictionless work environment
EMPATHETICSupport me with caring for myself and what matters in my life
EMBRACINGMake me feel like I belong and can bring my whole self to work
ENRICHINGHelp me learn, grow and have an impact with the work that I do
12Copyright © 2020 Mercer
E M P L O Y E E E X P E R I E N C E R E Q U I R E S A S H I F T I N M I N D S E T
T O A C T I O N T H I S C H A N G E W E N E E D T O G O …
F R O M
Doing things because others are doing it
Focusing on a single program or process & optimizing it
Taking a Traditional design process (slow, siloed and not transparent)
T OEliminating pain points in the experience
Reshaping the experience and the targeted interaction you want to have… both human AND digital
Co-creating and iterating with employees to drive speed and innovation
… W H I C H W I L L R E S H A P E T H E W A Y H R O P E R A T E S I N T H E F U T U R E9Copyright © 2020 Mercer
M A X I M I Z I N GT H E I M PA C TO F E M P L O Y E E E X P E R I E N C E
ITERATIVE, CO-CREATION PROCESS TO DRIVE MEASURABLE CHANGE
HUMAN-LED DESIGN ENHANCES THE EMPLOYEE EXPERIENCE
A N E W W A Y O F W O R K I N G
ANALYZE DEFINE
IDEATE
PRIORITIZE
VALIDATE PLAN
EMPATHIZE MEASURE
Define the right problem
Design the right solution
DEPLOY
Activate for maximum impact
Identify critical gaps in the current employee
experience
Design solutions to address gaps and
enhance the experience
Deliver solutions to employees and measure the
impact of the change
12Copyright © 2020 Mercer
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