How to Scale Your Employee Experience Program
Listening and acting on employee feedback is nothing new – understanding what matters most to employees and then using that to create engaging experiences at work is an essential activity for every organization.
For today’s HR leaders, however, it’s more than just the traditional once or twice a year check-in – instead, they’re scaling their programs to collect feedback at every moment and experience that matters throughout the employee lifecycle.
But how do you go from one or two check-ins a year to a more holistic program that gathers feedback more frequently and at more touchpoints than ever before?
It Starts With the Right Feedback Systems
It’s become something of a fashion these days to claim the annual engagement survey is obsolete – but that’s not true – in fact, our research has shown the value of the census engagement survey, provided it’s not run more than 4 times a year.
But what about the other experiences they have in between? How do you know what’s happening and driving their engagement, productivity, customer orientation, and more?
That’s where other feedback systems need to come into play, to fill the gap and provide the insights you need to drive those key metrics.
Invest in Scalable Technology
Digital technology is the foundation of all employee feedback systems and, when selecting the correct technology platform, you should be able to scale the platform as you scale your programs. There are, however, a few non-negotiables that must be present in your employee feedback system. For example, enterprise-grade security, ability for complex hierarchy and organizational structures, ability to complete full lifecycle data and always on feedback, and ability to link other experience data and operational data. These non-negotiable provide that foundation to grow and scale your program.
Collaborate Across the Organization
Employee experience doesn’t happen in isolation – it’s everyone’s business and to get it right, it requires strong collaborate across all HR functions. A number of employee experience teams are utilizing Agile and SCRUM tools to collaborate across their business. For example, EX SCRUM teams are composed HR, IT, and Business Partners working in EX sprints producing focused outcomes every two weeks like new feedback channel, updated feedback tools, or even data insights. These employee experience SCRUM teams are even utilizing kanban and JIRA boards to track and hold individuals and teams to account.
Anticipate Changing Needs
While it’s great to have a clear process and structure for your employee experience program, it’s important it matures and is guided by the changing needs within the business. For example, role-based dashboards that can be easily adapted to provide more insights over time as the user matures in their ability to digest data is critical for a successful EX program. Another example is a change in the C-suite could very quickly change the needs of the business and potentially your whole employee experience program. So be willing to change and adapt to external factors
Create a Culture of Employee Feedback
Only one in five HR practitioners report that their organization collected employee feedback across the key employee experiences. It’s an unfortunate reality, considering how important an open feedback process is to employees. Employees who say their company responds to their feedback “extremely well” are 5 times more likely to stay in their roles than those who say their company responds “not well at all”— and 12 times more likely to recommend their company to friends and family as a place of work.
Cultivating Executive Alignment
For your program to be most successful, executives need to believe that employee experience management is fundamental to the success and the survival of the organization. When working with clients, I always highlight the importance of pushing their executives to move beyond “score chasing.” You can do this by asking the executive team to help you develop and define the ideal employee experience, and then take time to map out the steps it takes to get there, and the employee insights you need to drive those steps.
Once you’ve aligned senior leadership to your plan, tying the program outcomes to the outcomes of the business will drive long-term sustainability and program success. Do this by identifying urgent and top-of-mind business challenges, then build the ROI case via existing research, ROI frameworks, and internal case studies.
To learn more about how to scale your employee experience program, check out my webinar.