Impact Study: Employee Tech Experience Strategy

Delivering a modern strategy to rapidly transform the colleague technology experience to focus on the real wants, needs, and pain points of colleagues.

Client: Fortune 500 Super-Regional Bank
Industry: Financial Services
Sponsor: VP Colleague Technology
Locale: US

The Challenge

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, with a vision to champion best-in-class technology experiences that would unleash the creativity of its colleagues. However, this effort was only just beginning and lacked a vision, strategy, and plan to make the needed impact.

Engagement Description

We were engaged to help bootstrap the experience management practice, developing the group’s strategy, priorities, and operating model, all informed by competitive/industry intelligence and employee needs and behaviors.

Outcomes Delivered

Market Research & Intelligence.
Performed competitive market analysis of employee tech trends and best practices, 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 steer progress and results with facts and data.

Personas & Journey Development.
Created employee personas and journeys representing a cross-section of colleague experiences, informed by data from Human Resources

Multi-Year Experience & Capabilities Roadmap.
Designed experience roadmaps and marketing collateral, informed by personas & journeys supporting experiential aspirations and outcomes.

Colleague Sentiment Management.
Implemented a Technology Net Promoter Score (tNPS) to supplement existing 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.